U

Visitor

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8 Messages

Wednesday, September 20th, 2023 9:34 PM

Closed

Canceled mobile order, still got a bill.

An xfinity rep offered me mobile services. Everything sounded fine, but my wife's phone was compatible with the service. She didn't want to get a new different phone, so i canceled the order. I have the email and screen shots from chat showing it was canceled. Yet, we're now showing an account in collections for s service I never had.  I tried calling customer service, but all they did was route me to collections.  All that guy would do is note the account in dispute. 

Who can I talk to that can remove this charge and collections?

Official Employee

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1.7K Messages

1 year ago

Thank you for your feedback, @user_476b65. It's important to us this issue is resolved, and we can help. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform. I understand you had mentioned calling our Xfinity Mobile team and getting rerouted which is not the experience we want. Have you tried texting 888-936-4968, or reaching out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7? 

Visitor

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8 Messages

I'll try talking to someone at that number. 

Official Employee

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893 Messages

Hello, @user_476b65. I hope your day is going well so far, and I wanted to follow up to see if you were able to get in touch with our awesome Xfinity Mobile experts in regard to the account closure. Please let me know if you were able to get assistance at your convenience, I look forward to hearing back from you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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