Xfinity is stealing from me! FCC, FTC, BBB and Attorney general will be contacted

In November of 2025, I received a phone call from Xfinity offering me a deal I couldn't refuse to switch cell phone providers. In this conversation, I was also sold insurance on the two devices we were bringing over. I gave the IMEI numbers for both devices. Everything was switched over. Everything seemed great until April of this year, when my son's phone stopped working. We called Xfinity on 4/24/26 to start the claim. When we went to Assurant, they could not perform the repair because they said the IMEI numbers did not match the phone's model number. Very long story short, the woman who entered my son's phone's information into the system entered the wrong phone, which did not match the IMEI number, and now when I go to my profile, it shows the wrong phone but the right IMEI number. Rather than a Samsung Galaxy Ultra 22 1T Limited Edition Red, it shows a Samsung Galaxy Ultra 22 512 GB in Black. That is not our phone or the phone I came in with.

We have been trying ever since to get a supervisor to fix the problem. We have made countless calls and spent countless hours of our lives dealing with this problem. We have been told again and again that it would be resolved within the day, but it never gets fixed, and meanwhile, we have been without a phone and paying 1899 a month for insurance that is not providing coverage. We just want to get this resolved. Can someone please help us?

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XfinityJon

Official Employee

•

1.9K Messages

5 months ago

Good afternoon Awakenthearts. I can assure you this is not the experience we want for you. I will be happy to assist you further.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

Awakenthearts

New Poster

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9 Messages

Yes, but not totally happy because instead of replacing the phone, they gave us a credit that can only be used on Xfinity Mobile. You do not have the phone we want. I can't use the credit on my internet service. So my measly 40-dollar phone bill will be paid for 25 months. But that doesn't help me get the phone I need. Trying to talk to a rep to get help is like parting the Red Sea; it takes an act of God. Yes, I get an answer here, but even then the messaging system doesn't play a notification sound, and I keep losing the conversation because I don't know I got a response. It should not be this hard to get help. When I was at Metro, I simply called, and it was solved. I didn't have to go down so many rabbit holes just to get the service I am paying for. I just want to leave Xfinity Mobile and get a check for my credit so I can buy my phone and have the customer service I left to follow Xfinity's shining carrot.

3 months ago

Awakenthearts

New Poster

•

9 Messages

Hello,

I am writing again regarding the same issue. I have tried countless times to get help via phone and chat, but no one seems to be able to help me without putting me through an hour of wasted time when I still get no resolution.

To review: when you could not replace my son's phone because it was a limited-edition model, we were offered a $1,000 credit. We would have preferred that you replace the phone, but this was the best you could offer. We came out of pocket to replace the phone via Samsung.

Over the last 4 months, we have experienced continual call drops and dead zones. I couldn't complete a single phone call, I mean, without fail and exception, that did not drop.
We tried resetting our service, but with no improvement. Literally HORRIBLE service. And when I finally couldn't take it anymore, I decided to go back to Metro, where I KNOW I get good cell service and customer service. But before I did, I talked to 2 people on chat and one person on the phone, who all confirmed I would get a check after the account was closed for the credit on my account.

I never got an email. When I tried the chat again today, I met with such incompetence it made my head spin. I'm really not even sure the agent understood English. She kept saying I do not owe any money. I told her "Yes, I KNOW!" We literally went round and round for an hour until I gave up. At this point, I am ready to cancel my internet account so I never have to deal with Xfinity again.

Can you please help me get a check for the credit balance of 880.95, as promised? That is a lot of money, and I can't lose that. Especially after having to come out of pocket for the phone that you couldn't replace.

5 hours ago

Awakenthearts

New Poster

•

9 Messages

my account number is [Edited: "Personal Information”]. I can't even pull up my old bills anymore since the account is closed.

(edited)

4 hours ago

Devices

Awakenthearts

Xfinity is stealing from me! FCC, FTC, BBB and Attorney general will be contacted

XfinityJon

Awakenthearts

Awakenthearts

Awakenthearts

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