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Klh99
20th Anniversary celebration
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Wednesday, April 26th, 2023 11:29 PM

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Charged for an xfinity mobile line that was NEVER ACTIVATED?

​​I’m being charged for an xfinity mobile line that I never activated. I did try to activate it but the website gave me error message after error message so I cancelled the order and the agent told me everything was taken care of. I guess not since 1 month later I am being charged. The bill is claiming line activation fee and data usage even though you guys claim to have a ‘free activation’ (even though I didn’t even activate the phone) and how am I going to get charged for data usage when my phone wasn’t even activated in your network? I’ve read through multiple customers having the same problem and it seems like xfinity is just trying to charge people under their noses.​​

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11 months ago

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XfinityJeniece

Official Employee

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2.4K Messages

2 years ago

Hey there, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile line. We have limited access to Xfinity Mobile accounts on this platform for security purposes. I would recommend reaching out direct to our Xfinity Mobile experts for assistance with the billing concern. You can reach them at, 

 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: xfinity.com/xfinityassistant/?channel=xMobile

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user_895112

Visitor

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2 Messages

1 year ago

I have the same issues! I tried transferring 4 lines over and ended up with 6 lines in my account! 3 of which are only active! BUt they are trying to charge me for all 6 lines when 3 are not even in service! I tried reaching out multiple times through chat and phone and they have told me they will remove the devices. I reached back after 2 weeks because the device is still showing in my app. They answered with the app is slow so give it a couple more days for them to fall off. 

NOW they are telling me they cannot because its been more than 7 days? I am being charged over $350 for 3 lines that are suppose to be $30 each!! If i knew xfinity mobile was this unorganized I would never have transferred over! This is fraud on a whole new level! DO NOT TRANSFER TO XFINITY MOBILE! 

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Klh99

Visitor

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2 Messages

@user_895112​ 

are they forcing you to pay it? I spoke with a couple representatives that told me the charges were valid, and would not help me any further than just telling me I owe them money. They wouldn’t even give me an explanation or a breakdown on the charges for data and activation that I didn’t even use. I basically had to pay the bill or let it go to collections so it could ruin my good credit. This company is absolutely ridiculous and the customer service is beyond subpar. I hope other people read this thread before they decide to sign up for xfinity mobile. 

1 year ago

0

user_782218

1 Message

1 year ago

Same here, I've been charged for 2 lines I never activated. The guy on the phone told me I would not be charged until I activated them at the time. The numbers are with a different company so they never actually transferred. Been charged forever a year now and when I called they said the same as above, that the charges are valid because I didn't cancel in 7 days.

4

user_ca96a2

1 Message

Same thing happened to me. SO frustrating. I didn't even get the SIM cards as they were sent to the wrong address. Did you do anything else to get it waived?

1 year ago

0

XfinityThomasD

Official Employee

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966 Messages

@user_ca96a2 Were you able to contact our Xfinity Mobile team either by phone and/or chat (1-888-936-4968 or XM Chat) to have the SIM cards resent and billing corrected?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_fdb16c

2 Messages

The same thing happened to me-- DO NOT SWITCH OR OPEN A LINE WITH XFINITY MOBILE-- IT'S ESSENTIALLY A SCAM!!!****

Customer service is friendly, but their policy is awful and they are given no lenience to issue a refund (which is very unusual). No refund after 7 days even though the SIM card was NEVER even taken out of the box. Absolutely absurd. They know their mobile services are incomparable to competitors, and just want your money. They don't tell you you will be charged even if you don't activate it, again, to steal your money.

If this happens to you through another service-- even if it's unrelated to this issue-- any other service will most likely issue the refund (especially if no one informed you of the policy). Xfinity? Not a chance. Don't know what's going on over there, but Xfinity Mobile really is a scam.

1 year ago

user_90a77a

3 Messages

@user_fdb16c​ agree, I inquired with them about whether they would impose charges for inactive lines when I switched to Xfinity, and they assured me that there would be no charges. However, I ended up being billed for three inactive lines for a duration of two months. Over the course of 2 months, I requested on four separate occasions for them to deactivate these lines. They only complied with my request on the fourth attempt and informed me that they were unable to provide a refund for the unused lines

1 year ago

user_45d297

2 Messages

1 year ago

Me, too. I've been charged for an inactive line for months. Then when I finally want to activate, I can't online. Then, the representative tries for 4 hours to activate it. CANT. And then tells me it will be active in 3 days. And they will call me back, do not call them back. They never called. Comcast is run by the antichrist. Im convinced. 

2

XfinityThomasC

Official Employee

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2K Messages

Hello, @user_45d297. Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Forums. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

 

  • SMS Text Message: 1 (888) 936-4968

 

  • Phone: 1 (888) 936-4968

 

  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

Thank you for participating in our community. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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user_fdb16c

2 Messages

That’s a funny response to three of your customers who all clearly tried resolving these issues with your “exceptional team of Mobile experts”…

1 year ago

user_31b25i

1 Message

1 year ago

Me Too!! I've been calling to get my refund for the last 3 months and they said they would resolve the matter and refund my account within 10 days! And nothing! I called again the rep stated she would send the info on her screen to show they returned my money via email...3 hours later still no email! They owe $238 worth of services that I do not have! Originally they stated they would send me Sim cards and all I had to do was return them and this would stop any charges toy account! I never received the Sim cards, I called them back told them I didn't and to not charge me cus I didn't wasn't transferring my service, they rep said ok there would be no charges and the next day I was charged!!!! 3 months of charges!!! I HAVE CALLED 5 TIMES TO STOP THIS! Even if I could transfer my services,  I definitely would not transfer to them now!!!!!

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XfinityBrianH

Official Employee

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945 Messages

Can I ask that you reach out privately, so we can cover the details of your account. 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 service address to help us locate your account. Let me know if you have any questions.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_fv0t7l

1 Message

1 year ago

They are thieves, literally stole $250 from me. I never got or activated that card. I hope they get the day the deserve. 

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XfinityGabriel

Official Employee

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1.9K Messages

Yikes, @user_fv0t7l! I am sorry to learn that we have made you feel this way. Thanks for taking the time to visit XFINITY on our forums page. We can help and investigate this further to find out what happened to that gift card. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_67a85f

1 Message

1 year ago

This happened to me too. I was asking about the affordable connectivity program and the agent on the chat enrolled me in xfinity mobile saying it would be free. I said I'd consider trying it but wasn't committed and she said I won't be charged if I never activate it. I never switched over from my previous service and don't think I ever got a sim card from xfinity, but they still are charging me every month. The chat agents don't help and they never callback when they say they will. A scam and a waste of several hours.

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XfinityNicolas

Official Employee

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1.1K Messages

Hey @user_67a85f, thank you for reaching out to Xfinity Support on our forums. Lines automatically activate after 7 days. The issue is also on the by the gig plan, the first gig even if not used is $15. Since you haven't been able to get assistance via the other channels, when you get a chance can you send us a direct message so I can investigate it further and help?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_0i6m5q

1 Message

1 year ago

Xfinity Mobile is a scam. We got WiFi and security service through them. The guy offered the mobile service. We said we would think about it. Now we are being charged for never switching over. He didn’t tell us nothing about the 7 day cancellation. He only stated we would never be charged for it. I called and escalated to a supervisor. Now u have to wait 7 days for my call to be listened to to confirm he gave us inaccurate info smh.

if I wasn’t going to be charged for cancelling my other services. I would leave them completely. 

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