billing issue - device fee

I have been getting charged device fee on a phone that was supposed to be free with a contract. I have tried chatting 3-4 times and called and talked to an agent over the phone all who have reasured me over and over that I will get this refund but I have not. I am disappointed. Does anyone have an email or another way to escalate this issue?

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XfinityAngie

Official Employee

•

1.4K Messages

7 months ago

user_ckt81b, Thank you for reaching out to Xfinity Support. We would be happy to assist you. Here is the Xfinity Mobile contact information if you want to give it a try: • SMS Text Message: 1 (888) 936-4968 • Phone: 1 (888) 936-4968 • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

You can also send us a DM with your name and full address by doing the following if you would like us to assist you:

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Let me know if you have any questions.

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user_ckt81b

billing issue - device fee

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