Visitor
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8 Messages
Feedback / Experience: Xfinity Mobile charged me without using any of the active service.
Note: I will use this to update my customer journey so far and going forward! Stay tuned.
Here is the series of the events that happened (good and bad - with some learning lessons along the way):
- Xfinity Broadband doubled my bill after being out of contract (I'd hope that a company this size would have processes to inform customers to switch over - but nope - maybe 'defaulting customer to expensive plan' is the way money is made).
- Contacted Xfinity Support after seeing the charges: and to my surprise sales team was equipped with selling Xfinity Mobile (no contract) and another year of the contract.
- Got Xfinity Broadband price to where it was before BUT I am told that that can be done only if I go on a contract + pick Xfinity Mobile (Pro Tip: which uses Verizon network).
- Thought, it would not be a bad idea to move to another Mobile provider and get the Home Internet payment to where it was. (Note that Xfinity is a monopoly in our area, there aren't many options such as AT&T Fiber or Google Fiber which provides 1:1 upload/download at lower bandwidth (unlike COMCAST/Xfinity which seem to be providing ~2Gbps up/down for their top/maximum-priced consumer plan).
- On Feb 5th, made an order to get an Xfinity Mobile SIM card and during the order, I was shown in the order display that I'd get a $100 VISA Gift card. I thought that sounds reasonable and might be a good idea as Xfinity Broadband already charged me access in past during the non-contract period (which auto-starts after the contract/agreement is ended.)
- Fast Forward ~2 months, neither I received any SIM card nor any $100 VISA Gift card that was promised during order activation.
- What I did get was a surprise additional charge of $46.07 on my account.
- I contacted support (and was redirected two times - and was told that they will provide the summary to the next agent/department I will be speaking to) BUT to my surprise, the following agent did not receive any context of the previous conversation. Hence I had to repeat the quagmire again. (while I was on the call, I thought this can't be just me and should share it with the community and Xfinity, so that they can learn and improve tools/processes based on the experience)
- After a few calls routed across teams, Xfinity Mobile support took the note from me and checked on their end, and realized the business process issue.
- Result of above was a promise that they will provide a refund they suggested
- We will provide a refund for all the charges that took place (and it would take 7 days to reflect).
- We will remove the order of the existing mobile plan and we will provide $200 VISA Prepaid Card 90-days after activation instead of $100 (but you need to call us on April 19th and get a plan that way).
- On, April 19th, give a verbal confirmation about activation (Xfinity Mobile Number: 888-936-4968).
- Deliver SIM card to me within next 2-days (or pickup SIM from store).
- I will be on a $45 unlimited data plan (Upper limit cap - beyond 20GB usage, it will slow down)
- Other Plans
- $60 Beta Plan => 10GB Data (you can exceed that, you get extra charges)
- If you consume 12GB, you get extra charges.
- $60 Beta Plan => 10GB Data (you can exceed that, you get extra charges)
- At the end of every billing cycle, usage comes back to 0 out of choosing.
- Other Plans
- Also, the agent confirmed that the change won't affect my broadband plan.
- I will update you on the following events next week as it unfolds!
I should admit that the agent experience has improved quite a bit in the last 1.5 years. Previously, it was pretty rigid and robotic sounding 2 years back. Now, agents seem to be more caring and have empathy, and appear to be genuinely interested in helping the customer.
Thank you for tuning in and hearing the goods and not-so-crazy-bad-but-could-have-improved part of Customer experices!
XfinityAldrik
Official Employee
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2.1K Messages
3 years ago
Hello @sur_bee_007, thank you for reaching out to us on our community forums. I myself am quite guilty of forgetting when my promotions will expire. With the bill on automatic payment, it can be pretty easy to forget to check when the bill will increase upon the promotions expiring. To keep track of your package's promotion we have a few ways to double-check when it will expire.
We have this really handy article for finding your agreements and contracts in My Account. I personally like to check the monthly bill from time to time to double check. Below your package's discount, there should be a section that states "Contract discount" under the regular monthly charges. In this section, it will mention "includes a 12/24 month Contract Discount that will end on...".
I dearly apologize for the delay it took to get your SIM card, that definitely should not have happened. From the sounds of it, it would appear our Xfinity Mobile representatives were able to get a refund and offer a promotion with a better Visa gift card included. We would love to check back with you on the 19th to make sure this mobile issue is fully resolved.
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XfinityBrie
Administrator
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671 Messages
3 years ago
Hello @user_9029c2, I hope you've had a lovely weekend so far. Aldrik and I wanted to touch base regarding your Xfinity Mobile and Xfinity Residential Accounts and see if you needed any additional assistance. We know it's been a pretty chaotic journey so far.
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sur_bee_007
Visitor
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8 Messages
3 years ago
@XfinityBrie , thank you for the follow-up. I was away from the internet.
Seems like the whole issue hasn't been resolved yet! Pretty sad how such concerns are left out without any remediation despite of multiple follow ups over call.
Calling in customer service after 20 days to see what went wrong! I am sure something within the internal process is not functioning as intended.
—
Update:
Also, per the agent, there is no Ticket number / Reference Number for the last interaction.
Apparently, the last escalation that was initiated 20 days back was denied (wasn't approved).
Today's CS call is claiming to address the issue and promises to send me a confirmation email.
I will keep the community posted on what happens next.
(edited)
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sur_bee_007
Visitor
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8 Messages
3 years ago
This is absurd.
Today, Xfinity Mobile charged another amount! This is the height of process gaps and failures in operations at COMCAST.
No matter, how much ever I try to help your customer support understand the faults in your processes, you chaps do not want to fix them. Instead, wants to drain as much money as they could without providing service!
I am lost.
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sur_bee_007
Visitor
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8 Messages
3 years ago
Reported this to BBB, Xfinity Twitter Support, and Xfinity Chat support. None helping yet.
Today, I was transferred from Web Chat (and Twitter Support) to Call support (Agent Lovely) promised:
The refund department forwarded me to some other department (saying they are the claims department who do not deal with refund).
Experience Team: Tom suggested they will process the refund and I should get an email. For which they apparently said the line is being recorded but they do not have the confirmation number! Later, after 10 minutes of waiting, I was given BPID: 4233419 !
Can get a call back from your trainer? Yes! Trainer's Name: Mariel
* They suggested it will take 24 hours.
The call lasted 57 minutes.
The quagmire of the Xfinity Mobile experience continues!
(edited)
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sur_bee_007
Visitor
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8 Messages
3 years ago
Sent a note to SVP (Tom) via https://support.xfinity.com/svp-contact-form
Adding excerpts of it here for the reference:
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user_9f5cae
Visitor
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1 Message
3 years ago
I had this same issue. I was being charged monthly for mobile even though I had no active lines. Getting it closed was a mess and when I finally got someone to talk to me they had to actually activate a service to get it shut down
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user_915cc6
Visitor
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2 Messages
3 years ago
Why xfinity keep charging me a mobile service that never been used or sim card that never been activated?
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user_6f7fdd
Visitor
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2 Messages
3 years ago
@user_9f5cae - I am in the same situation, sadly. I was charged many months for a SIM card I never activated. did you ever get a refund for the months you were charged?
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user_6f7fdd
Visitor
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2 Messages
3 years ago
I am in the same situation. I called xfinity because of my internet. The agent I spoke to told me about xfinity mobile, she said she could ship me a SIM card and if I never activated it, I wouldn't be charged. One year goes by, and I realize I've been charged $500 in the past year for an xfinity mobile service I NEVER used, because I NEVER activated my SIM card. I didn't realize this, because when i saw the charge on my credit card I'd mistakenly thought it was for internet. I just spent an hour on the phone with customer support, and they're not sure if they can give me a refund.
I'm sorry to you (and me) that Xfinity has put us in this terrible situation. What they've done is illegal. What is the latest with your case?
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user_c15260
Visitor
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1 Message
3 years ago
This is currently happening to me. Canceled all my Xfinity services in April. I was charged for Xfinity mobile in May and called to get a refund because I had canceled everything back in April. They told me it should take 24-48 hours to process and that everything was canceled. Never saw that money. Received an email in June that my bill was ready, called them again to ensure that my services were canceled, and asked about my refund. They said yes it was all good and I would receive my refund when the month was over. When the month was over, they charged me for June. I spoke to them again and was told that my refund would be processed in 5-7 business days and I asked them to take my card off of the account so that I wouldn't be charged. Spoke to them at the beginning of July and they said that I would be receiving my refund. To this day still have not seen any money deposited into my account.
So lovely how they love to take people's money and never return it. It's not like we have to put food on our tables or pay other bills.
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