Visitor
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1 Message
Misleading Xfinity Mobile Promo – Charged Despite 1-Year Free Offer
I'm extremely disappointed and frustrated with Xfinity Mobile's handling of a promotional offer I was given.
A few months ago, I called Xfinity customer service for an unrelated issue, and during that call, I was offered a promotion for 1 year of free Xfinity Mobile service if I signed up. It sounded like a great deal, so I went ahead and enrolled based on that promise.
However, since day one, I’ve been getting charged monthly for the service. Each time, I had to call customer support, explain the situation all over again, and have the charges manually reversed. It was a hassle, but at least they corrected it—until this month.
This time, customer care refused to reverse the charges, claiming that there is no record of any promotion ever being applied to my account. The representative I spoke with essentially called me mistaken or worse, and was completely unhelpful. I know what I was promised, and now I feel misled and taken advantage of.
I’m posting here not just out of frustration, but also to warn others: Be extremely cautious when signing up for promotional offers from Xfinity, especially those given over the phone.
Unless you have it clearly documented in writing, there’s a real risk you won’t get what was promised—and you may end up paying for something you didn’t agree to. Xfinity, I would appreciate a serious review of my case.
XfinityAbby
Official Employee
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440 Messages
1 month ago
Hello @user_lna1hn. Thank you for reaching out on our community forum. We certainly do not want you to have a bad experience and I would love to take a look at the account to see what has happened.
Please send us a direct message with your full name and address so that we can assist you further.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.
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user_wjl65l
Visitor
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4 Messages
1 month ago
I have this same problem. When I cancelled my landline the service agent offered me the "free" xfinity mobile line. But now I'm being charged $75 for the first month.
I have talked to about 5 customer service agents and no one mentioned this. The amount of time I have spent trying to clarify is ridiculous and no one will give me an answer or remove the charges. I also have had TV and Internet at my home for 20 years but I am thinking about cancelling all Xfinity services.
This is an extremely deceptive practice. I feel they are taking advantage of their customers. I am going to cancel my contract, whatever it costs, and I will never buy another Xfinity product after this.
Also: Trying to direct message Xfinity as explained above will lead you to another agent in India and the problem will not be resolved.
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user_9lp3cj
Visitor
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6 Messages
1 month ago
I have it documented in writing and still can’t get any help. It’s like the entire customer service team is made up of AI and I can’t get through the phone tree to speak with someone. No one at Xfinity seems to care about their customers
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user_69p3zt
Visitor
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13 Messages
30 days ago
I am having the same exact issue starting from April 2025 promo that was sold to me, and all of the calls have been apologetic and offered to try to help and then this month I escalated to a manager and they told me I was liable. I followed all of their requirements and they are making up new rules after the fact to avoid honoring their promises. We should sue
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