Getting charged for unlimited talk and text

We switched our mobile plan from 45/line for 2 unlimited lines to 30/line for 2 unlimited lines in September. Xfinity never told us they switched the pricing for what is essentially the same exact plan. They also refused to reimburse us for the months we had gone paying extra for the same service. This is not the main issue I am coming to the forum for.

When we made the switch, whoever helped us tacked on a service fee for "unlimited talk and text" onto one of our lines. We called 3 times already and while they have been able to credit us, no one seems to be able to find the cause of the charge in their system. I made another call this morning, but I do not trust them to resolve the issue so I am coming to the forums.

TLDR; We are getting charged for a service that is supposed to be free/included in our current price.

Responses

XfinityGabby

Official Employee

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1.5K Messages

2 years ago

Hello @secludedballoon. We certainly understand your concern, for Mobile inquiries please reach out to our Mobile Experts at any of the following options:

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: xfinity.com/xfinityassistant/?channel=xMobile

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secludedballoon

Visitor

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2 Messages

@XfinityGabby

I've tried contacting Xfinity mobile numerous times already and no one has been able to remove this recurrent unauthorized charge. I promise if you read the entire post you would have seen that. This is why I requested help through the forum instead.

2 years ago

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CCStephanieT

Contributor

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342 Messages

@secludedballoon Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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.

I no longer work for Comcast.

2 years ago

0

Plan

secludedballoon

Getting charged for unlimited talk and text

XfinityGabby

secludedballoon

CCStephanieT

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