I have never experienced such horrendous customer service as I am currently with xfinity mobile

@kidsjustine​ Have you gone to a retail store yet? This and other complex billing matters are best handled by a billing agent at a retail desk

I just come back from my local store and they said they can't help me regarding to billing issues with xfinity mobile and to call the same awful service center

@AppleTechAlin​  store can’t help with billing issues for mobile as far as I know. 

@user_6ef150​ did you get it resolved? If not make a complaint to the BBB (see my response below for more info)to get corporate support to contact you bc they will. 

@kidsjustine​ regarding my $45 unlimited charge, I just change back my data plan to by the gig before my month was up to avoid the extra charge since I only changed it for a vacation travel and I didn’t exceed the 10 gig limit in the end.

However the $4.80 “line surcharge” I was bounced back and forth from the store to 3 different call rep all saying different explanations on why all of a sudden this charge was happening. One said I made an international or roaming calls which I didn’t. Another is saying I no longer have Xfinity Wi-Fi which I do. I am convince none of these people really know what is going on and they are each making stuff up to get me off the call. Finally I tried the online chat to another rep and fortunately he was able to refund the month and the upcoming next month bill cycle. He told me I shouldn’t be seeing anymore of this in the future but I will keep a look out next month to check. I suspect what happened is during to switch to unlimited somehow my Xfinity mobile account lost its link with my Xfinity home internet account, so it seems to mobile that was no longer a internet customer. Nevertheless all of this shouldn’t of happened in the first place, but what was far worst was all the time and aggravation I suffered to get this resolved.

Yes, the time it takes to get any resolution is the worst! My issue is they kept telling me I was wrong and there was no resolution. Since getting the message thru the BBB from xfinity, after receiving the call from xfinity corporate, that stated  the customer is correct and they would be working on correcting this issues, I have heard nothing back and last check account is still messed up.
I switch between unlimited and by the gig, college age son typically is unlimited while the rest of us use by the gig, and have never had issues. Been doing it for years. I don’t know what’s going on but xfinity has some major corrections to do and truly they need to be compensating customers for all the time they have to take to resolve these issues. If customer service just knew from the beginning what they are doing it wouldn’t be so bad. I am tired of being told I am wrong or being fed a line of incorrect information over and over that I have no choice but to make a BBB complaint to get a corporate rep to call me and get things resolved. I think from now on I will just start with the BBB bc my time is valuable to me and xfinity can’t recognize that and instead, when the customer starts to get aggravated after hours of going round and round they think we are supposed to continue to have patience and understanding. I’m beyond that now. 

Thank you for reaching out for help with Xfinity Mobile service, via our SubReddit. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist

You can contact our Xfinity Mobile support center via any of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community.

@XfinityThomasC​ do you read the issues, the posts?? Do you see the support we are getting thru your “exceptional team of mobile experts” ?? There is no support. There is such a high level of incompetence and lack of knowledge of your products and services by your reps and you just allow it it to continue. It is at a level I have never seen with xfinity and it just continues to keep happening. You are playing with peoples money, their time, and doing nothing about it at all. Your “exceptional team of mobile experts” has been anything but exceptional. Seriously, wake up and fix what it is broken. Enough already. 

@woldog​ I have never gotten full resolution. I also haven’t been able to to talk to them since my last report to the BBB as I have been down and out with Covid. They do call you though if you make a complaint thru the BBB with American based support. I can’t say it’s great but it helped. Just continuing to have billing errors now where my bill with credits says it is $77.25 when I view it but my account says I am going to be billed $112.25 to my card. It makes no sense. I can’t even deal with it right now. It’s so bad I don’t know how it isn’t illegal. And considering we sign our rights away to class action lawsuits the only way to try and handle it is continuous contact of support by filing complaints to the BBB to get American based support. I dread every time I go to view my xfinity bill online now bc it could just change overnight, or from last day of billing cycle to when they send me the bill the next day in email and it’s totally different. I don’t get it. And I never even know if my data use is correct online bc it always has an error message every single day which is just absurd. 

Hello @woldog  In order to get this resolved as quickly as possible, I recommend you reach out to our amazing Mobile agents at (888) 936-4968 by call or text. You can also reach out any time by going to this link here: https://comca.st/32Zzr8o. From there you would just go to the bottom of the page and click the 'Ask Xfinity' button and request to speak with an agent. Once that's done, you'll be connected with one of our dedicated mobile agents who are available 24/7. 

@user_6ef150​ yep, this is what I am dealing with as well. I don’t understand how the incompetence continues on xfinity’s end. It’s terrible and so don’t know what else to say. Only advice I can give is file a complaint thru the BBB. Every single person should continue to do that until maybe we get resolution. Been with them for years and never have seen this level of incompetence and lack of customer service ever. 

@user_6ef150 Thank you for reaching out to us through our Xfinity Forums Community, and thank you for your patience while awaiting our response. I understand that you have some billing issues, not a fun thing to have. I will do all I can to assist. To dig into this, 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.

@user_MWM​ please make a complaint to the better business bureau. It’s pretty easy and the company will come up as Comcast in Philadelphia when you put in xfinity mobile and That’s fine. Make the complaint and someone will call you from corporate support in less than 24 hrs excluding weekends. It may be the best way, and only way in my personal experience, to get anything resolved. 

Thank you for the information I really appreciate it so much! It looks like I will have to do this as my next step.

@user_cf1851​ 

Once you get to talk with someone you will then be switched to the correct section and be number 53 in the line!

@user_cf1851 

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform.  Please contact our mobile colleagues via :

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

@calbear88​ I was given that excuse with my first call after being told first it was for another reason. However, I never made any changes  and have had the same internet service for years with them. Something when we did the upgrade with new phones or the upgrade to the new 5G plan started it. I finally talked to someone from corporate support again yesterday and believe everything is finally resolved. I believe something in their system is totally out of whack and they have yet to recognize that there is a major problem on their end technically that they need to fix. It definitely seems to be an issue though where their mobile is not seeing customers internet service and billing incorrectly. Although I am not sure that is the problem with charging incorrect amount for unlimited lines. Makes sense for the service fee for unlimited talk and text.