incorrect billing

We purchased a phone at an xfinity store 7-20-23..We were told we would receive in 2-3 business days. After 3 days we began calling daily as we had been charged $629.99. The phone only ever said pending sale in my account online. I pointed this out to the techs. Nobody understood, fixed it, refunded the phone or helped in any way. After 10 days of calling, we called our credit card company and had them dispute it. No tracking information or phone was ever shipped. The phone is still pending on my account after 3 weeks, they still cannot fix, and now they are threatening to cut off our service tomorrow for lack of payment on the phone that they never sent. I have filed a complaint with the BBB and the FCC. I am looking for ways to post warnings online and through other services. For someone with a full time job, no one has time to mess with this nonsense and use disreputable tactics .

Responses

XfinityThomasA

Official Employee

•

1.5K Messages

1 year ago

Thank you for your feedback, @plimke. Our Digital Care team can help get to the bottom of this. Could you please send a direct chat message with your full name, service address, and phone number impacted to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.

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)
• 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

Thank you.

plimke

Visitor

•

2 Messages

1 year ago

We have a corporate xfinity person that has reached out to us. She has temporarily removed the $629 charge and reinstated our cell service while they investigate. The challenging part is we had to complain to the FCC, BBB and Xfinity Consumer Relations before anybody did anything at all. The "specialists" at Xfinity, even when forwarded to "supervisors" were able to do nothing. We were told daily: "don't worry", "It will be fixed tomorrow" , "the phone will be shipped in 2-3 business days", but them"sometimes it takes 5-7 days" and then " you must be patient." This is after they have taken $629 dollars. Over 3 weeks of stress to get a response is unacceptable.

user_p7q34r

14 Messages

@plimke thank you for responding. It's funny that they are "private" with all my messages and posts, which is interesting since they have time to delete my posts or responses but have no time to reply to me. Currently, they have removed a promotional discount on my second purchased phone by Xfinity Mobile. I am also in the middle of a trade-in nightmare. All I can say is if someone is going through this, bring up the tracking number. They initially tried to convince me that it was not received until I proved it arrived with the tracking number. So far, the only help I have gotten was not from my chat or the extensive wasteful time on the phone, but from driving into an Xfinity store and meeting with a representative. I had to advocate for my bill to be corrected. So far, they have credited some of my bill, but I was told I have to wait until they apparently close my "ticket". For context, it has been over two weeks since the first ticket they referenced. I hope my meeting with a manager goes better next week.

1 year ago

Plan

plimke

incorrect billing

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XfinityThomasA

plimke

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