Visitor
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1 Message
Formal Complaint Regarding Service Failures, Missing Trade-In Credit, and Improper Billing
Dear Xfinity Mobile Customer Support Team,
I am writing to formally lodge a complaint regarding multiple unresolved issues with my Xfinity Mobile account that have resulted in financial loss, service disruption, and significant inconvenience.
First, throughout my service period, I experienced persistent and frequent network connection drops that rendered the mobile service unreliable, often unusable. Despite repeated complaints, I did not receive any meaningful resolution nor acknowledgment of the degraded service quality.
Second, I seldomly received the trade-in credit for the iPhone I submitted under your device upgrade program. I complied fully with the required process and timelines, yet the agreed-upon credit was inconsistently applied to my account. This remains a material financial discrepancy that requires immediate correction.
Third, after relocating abroad, I attempted to cancel my Xfinity Mobile service. However, I was unable to do so, even though I was no longer able to use the service outside the United States. Despite my inability to access the network and my requests to terminate the account, I continued to be billed for months of unused service.
These issues—individually and collectively—represent a failure of service delivery, customer support, and billing accuracy. I am requesting the following actions:
- A full investigation into the missing iPhone trade-in credit and immediate application of the appropriate refund.
- A review of my billing history following my relocation and retroactive refund of all charges incurred after I notified Xfinity Mobile of my intent to cancel the service.
I expect acknowledgment of this complaint and a clear remediation plan within 10 business days. Please advise if you require any additional documentation to resolve these matters promptly.
Thank you for your attention. I look forward to a timely and satisfactory resolution.
Sincerely,
Mitch [Edited: "Personal Information"]
XfinityJamesC
Official Employee
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2.6K Messages
2 hours ago
Greetings, @user_o4e4wk! I hope your week has been treating you well. I really appreciate you taking a moment out of your busy day to leave a post on our community forum about these billing issues, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address that was associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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