Visitor
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Medical Hardship Escalation | Reinstating Closed Mobile Line
Hello Xfinity Support team. I am reaching out because I desperately need a human override on my closed Xfinity Mobile account. In March, I underwent major heart surgery. Due to the severe medical recovery process, I fell behind on my bills, and my line was unfortunately disconnected a few weeks ago.
I just received my final bill, which has 'accelerated' and charged me for the entire balance of my physical phone all at once. I am currently recovering and waiting for my disability income to start, so paying this massive lump sum is completely impossible for me.
Now that I am on the mend, I want to get back on track. Because this was a severe medical emergency, could you please escalate this to an Advanced Billing Supervisor who can reverse the account closure, reinstate my phone line, and place my past-due balance into a monthly repayment plan? Thank you so much for your help and understanding.
XfinityDemitrius
Official Employee
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2.7K Messages
1 day ago
Hey @user_1dvseq, Thank you for visiting our official Xfinity Forums Community support page. We are truly sorry to hear about your recent medical issues. Please accept our heartfelt wishes for a full and speedy recovery.We understand that dealing with health challenges can be incredibly difficult, and we appreciate you taking the time to reach out despite this.
We sincerely regret to inform you that, because the account has been closed, we are unable to reverse or adjust the charges. Once an account is formally closed, our system no longer permits modifications to billing records for that account. Perhaps if contact was made prior to the disconnection, our Xfinity Mobile team may have had some options for the account.
We completely understand this may be disappointing and apologize for any inconvenience this has caused. If you have any other questions or require assistance with a different matter, please don’t hesitate to let us know.
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