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user_esuohm
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09/19/2026 11:54 AM

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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20 days ago

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XfinityPaula

Official Employee

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2.4K Messages

20 days ago

 

user_esuohm Good morning to you! I'm sorry to read of the account trouble we are having with the mobile line you were unable to activate. I'm sorry that you were never able to activate the service and now that the account is showing charges for that service. I know it's crucial to keep our accounts and billing correct. My team is awesome and well versed with helping out with almost all Xfinity services. If we can't help with the account directly, we know who can and will make sure the help is available. 
With this being an issue for your account, I need you to send us a direct message with your name and service address. 
From there we will verify the account and work to have the account closed and charges removed. 
 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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