Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_wqm1fi
1st Topic
1st Like
1st Reply

7 Messages

Thursday, May 2nd, 2024 12:18 PM

Closed

Im being charged for a phone they sent me that I never ordered or never activated.

I called to upgrade my internet speed. The rep told me I get a free phone line with it also. I told her I didn't want or need a phone. She said it comes free with the internet unlimited 1000 plan. I told her her i still do not need or want it. She said ok. I got a phone in the mail a week later. I never activated it or used it. I called and they said they will get it fixed and send me a return label. Few days later I got $30 taken out of my account for a phone bill. It was a separate account and separate billing from my internet plan. I called again and after 2 hours they assured me they would cancel the phone and send me a return label. That was 2 or 3 weeks ago. Today I got charged $30 again. I'm looking for another internet provider in my area. I'm guessing xfinity will try to keep billing me because I have the phone and I cant send it back because they will not send the label or give me the address to pay for postage myself. I had to get my credit card changed so they don't auto bill me again. This is the worst customer service I have ever gotten from any company. 

Question

 • 

Updated 

3 months ago

 • Edited

235

6

Was this helpful?

Accepted Solution

user_08ambo

1 Message

3 months ago

This same thing happened to me.   I’ve returned the phone and closed the service hey are still charging my card for monthly service.  There is no way To remove my card from their system and the phone reps say they can’t remove it either.   They shut off my service in error and made me sign up

for a new plan before they would resume service.  I also caved with the phone service as they were holdin me hostage and told me it was free.   I told them I did not need a phone.  I had one.  I only agreed to get my service resumed.   This is not good corporate behavior.   

3

0

user_wqm1fi

7 Messages

They still haven't fixed this for me.

3 months ago

0

XfinityTony

Official Employee

 • 

1K Messages

@user_08ambo I am sorry to hear about your experience and would love to look into this for you. Please, send a DM to Xfinity Support so we can review your case. 

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•Click the "New message" (pencil and paper) icon

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

•Type your message in the text area near the bottom of the window

•Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 months ago

0

XfinityPaula

Official Employee

 • 

1.2K Messages

Hello @user_wqm1fi. I'm sorry to hear that you are still having an issue with this! Please send us a direct message again with your name and service address. I will work to have this readdressed so that we have everything resolved. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 months ago

0

XfinityKassie

Official Employee

 • 

1.3K Messages

7 months ago

 

user_wqm1fi Good morning! We appreciate you taking the time to reach out to our Community Forums Team to share your experience, and bring this to our attention. I can see how this would be a frustrating scenario, and want to assist you in getting in the right direction for a resolution. 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, I do want to be sure we get you the support you need. You mentioned calling, have you tried using the chat or text options? 
 
text 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

 

2

0

user_wqm1fi

7 Messages

@XfinityKassie​  I have called 6 times. Not calling again. Last call they said take to FedEx and he put something in the computer that when they scan it, they can send it back to Xfinity. Well, they scanned it and no such thing. I had to pay $14 myself to ship it back and have tracking number. When you get the phone, I don't want to hear anything else about it. They are supposed to refund the payments they took automatically out of my account, and I had to cancel my card and get a new one so that doesn't happen again. I will also fill out the dispute form. 

7 months ago

XfinityRoberto

Official Employee

 • 

1.5K Messages

Thank you so much for letting us know you have tried calling them 6 times. Have you tried chatting with them? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

0

user_wqm1fi

7 Messages

6 months ago

The phone has been sent back and received by you. If they try to bill me again I'm canceling my Internet service as well.  Fedex tracking [Edited: "Personal Information"]

(edited)

0

0

user_wqm1fi

7 Messages

6 months ago

Still not resolved. I sent phone back and it was received. I was told I should get t refund for money they took out of my account within a few days. I'm not holding my breath.

2

0

XfinityAdrienne

Official Employee

 • 

907 Messages

 

Thank you so much for taking the time to reach out to us with an update, user_wqm1fi! We can certainly dive into everything with you regarding the account. Can you please send us a DM to get started? 
Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

user_wqm1fi

7 Messages

6 months ago

Got an email last week that I would be credited $80. Still hasn't happened. I'm cancelling my Internet and cable Friday. I will never use Xfinity again. 

1

0

XfinityThomasB

Official Employee

 • 

1.5K Messages

Hello user_wqm1fi, we would never want to fall short on something that had been promised. 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:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

user_hieoav

1 Message

4 months ago

@XfinityThomasB This happed to my husband and I as well! Terrible customer service. We called numerous times over a period of a month and did exactly what this person said as well. We were told to send the phone back so we would get refunded our 200 dollars that was TAKEN out of our account without our permission. We still have not been refunded our money. After around 8-10 hours of being on the phone on 4-5 different occasions, we feel like we have been scammed.

2

0

XfinityBillie

Official Employee

 • 

2.8K Messages

@user_hieoav This is never the experience we want for our valued customers. Please send us a DM with your full name and address so we can look into this further.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 months ago

0

user_tr21m1

1 Message

 i just got 2 unauthorized phones i called them ,they said they will email a return tag i said i did not have a printer and told them i need a printed tag  .  they dont understand ? 

4 months ago

0

forum icon

New to the Community?

Start Here