Visitor

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2 Messages

Friday, April 17th, 2026 1:47 AM

Added a landline without authorization

I recently moved last month and I needed internet for my new home. I order what I thought was just the internet and went to pick up the gateway at the store. A couple of days later a representative from Xfinity called me about some Mobile line. He mentioned that my bill would be $94 and I verbally said to him is that the prorated amount and he said yes. I declined the line and I thought that was end of it. I get the statement for this coming period to my surprise it is the same amount of $94! I called Xfinity today and the rep this time said he would refund me the amount and create an escalated ticket. He also did some weird thing to convert the landline to a mobile line so my bill will now be what I wanted at $40. I don’t know how long the fix will take and I saw that the ticket was closed so I am just hoping for the refund and the statement balance to update. I researched and noticed other people have gone through this. I will sue if this is not corrected! I will go to the news too!

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Official Employee

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577 Messages

11 hours ago

 

user_1125, hello there and thanks for reaching out. Congratulations on your move! Oh no! That is horrible to hear. I see you've been through a lot and I do understand the confusion of it all. I am actually more interested in understanding exactly what happened and what is going on. Based on what you've shared, there's many hands in the pot and I'd like our department to be the last with getting your concerns handled. I'll say to not progress it so fast in that nature because you have already done the steps necessary which is reaching out to us. I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and complete service address to help us locate your account. Let me know if you have any questions. 

 

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