Visitor
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3 Messages
Complaint
Case #[Edited: "Personal Information"]
As new infinity mobile customers on the Premium unlimited plan, we noticed a very high amount of unwarranted charges showing on our bill and called the customer service number on 7/31/25 to address these.
We spoke to Angel and he said that the charges were incorrect, and it was xfinity’s error and promised to remove $318.
We were assured that Unlimited calls and texts messages outside the United States are included and unlimited data and that the total would be $103.23 for 3 lines.
Today 8/25/25 we noticed the charges are still on the account totaling $596.31. My partner called customer service to address these charges and was refused help by the Supervisor Lucas ID # 365C. He refused to review the case, listen to the recorded call on 7/31/25, or even listen to us talk. He was extremely rude and even refused to transfer us to another team member.
He hung the call up on me.
I told him I would be recording the call from the time I joined the call.
The calls happened on 8/25/25 at 3:24pm EST, 3:29pm EST, and I was connected in the call at 4:05pm
I will be happy to share the call with you.
This was not just unbelievably bad customer service, but it leaves an extremely bad taste regarding the credibility of Xfinity mobile as a company.
We would like this resolved immediately.
I will be contacting BBB and the attorney general to address this misconduct.
XfinityBradM
Official Employee
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972 Messages
4 days ago
Hey there, @user_uqrxe6. Thank you for providing us the opportunity to get this issue resolved for you. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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
See https://comca.st/3KQF8q9 for an example.
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