Visitor
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3 Messages
4 Months of Broken Promises – Misled into Mobile Plan, iPad Scam, Now Wrongfully Billed
Hello,
I’m posting here out of pure frustration and in hopes of finally getting help. I've been an Xfinity cable and internet customer for years and have been happy with the service. However, for the past four months, I’ve been trapped in a nightmare of misinformation, billing errors, and failed customer service related to a mobile promotion that I was misled into accepting.
Here’s the timeline of what happened:
🔹 April 2025
I chatted with an Xfinity rep about lowering my bill. I was offered a $90/month discount if I signed up for Xfinity Mobile and activated an iPad. I asked multiple times if this was a legitimate deal—not a scam—and was assured it was.
To be sure, I went to my local Xfinity store and spoke with a rep via FaceTime. They confirmed it was real and encouraged me to proceed. I did.
🔹 June 20245
No discount ever appeared on my bill. I followed up via chat and was told there had been a mistake, and that it would be corrected “next month.” It never was.
🔹 July 2025
I finally reached a phone rep who acknowledged that I was misled. They said:
I should cancel my mobile plan (done)
I would be credited for all mobile charges (I was)
I needed to return the iPad (I attempted to)
After that, my bill would be back to normal (~$260/month for TV + Internet)
🔹 July 28, 2025
I went to return the iPad at the Xfinity store, but was told it couldn’t be accepted—because it was past the 14-day return window. I was never told this would be an issue and only delayed the return because Xfinity asked me to keep the line active during the investigation. Now I’m being billed $400+ for the iPad.
My Xfinity Mobile account is now showing a past due balance even though:
I’ve canceled the line as instructed
I was already credited for all charges
I haven’t missed a payment
And to top it off, after waiting 30+ mins on hold 2 different times for a supervisor, I was hung up on twice without any call back. This is insulting and unacceptable.
user_zf4nk7
Visitor
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3 Messages
1 month ago
Just following up — it’s been almost 48 hours since I posted this and I’ve received no response.
This issue involves serious miscommunication, improper billing, and what now feels like a bait-and-switch mobile promotion that multiple Xfinity reps encouraged me to activate. I’ve already spent countless hours trying to resolve this via chat, phone, and in-store visits, and I was hoping this forum would be a path to real support.
Can someone from Xfinity Support please respond or open a direct message with me? If I don’t hear back soon, I will be filing complaints with the FCC and BBB, as this has gone beyond acceptable customer service.
Thank you.
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XfinityJamesC
Official Employee
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2.4K Messages
1 month ago
Greetings, @user_zf4nk7! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues returning this iPad, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_69p3zt
Visitor
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13 Messages
30 days ago
Having a similar issue. Was talked into a free phone line (for 12 months) with month to month billing, and a free phone (if kept 24 months) while getting $10 off internet = $10x24 = 240. $40 line x 12 = $480 - $240 = $240 to have a free phone and 2nd line for 2 years. I accepted and now I am paying for everything......
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user_6kkck1
4 Messages
14 days ago
They will never help you! I too have been dealing with this for months. I’ve opened fraud cases etc. and after 10+ hours of collectively being on the phone with them, I’ve come to the understanding they would rather lie and bounce their customers from department to department than lose any of the money they have scammed out of us.
Such a shameful business practice!
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