Visitor
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1 Message
Mobile plan is NOT what I was offered
I am absolutely sick of Xfinity!! After numerous phone calls and being told it will be investigated into nobody has fixed my problem. On April 25, 2025 I was offered $400 off a new cell phone and service for 1 year only paying taxes each mo. (under $5). Of course my first bill was much higher than expected.......didn't get the per mo. service correct OR the $400 off the phone plan. I am sooooo tired of the many phone calls and outrageous amount of time on them and still not getting this issue resolved. I am being told that they cannot see the offer I was told I would get in April so they have to research it. OMG! would anyone switch cell phone providers without a discount on the phone?? Seems like a given. I told them to go back and listen to my phone conversation and they would see that I was indeed offered all this. So on Oct. 11th I finally had a conversation with a person who said she would have the department on the line at the same time who could fix this and get this resolved. At that time they gave me a $100 credit and said the next day there would be another $100 credit and they would investigate into this before I would get the remaining $200. Well the second $100 did not happen so still waiting for the remaining $300 credit. This is INSANE!! I do have a ticket number and called another time about 2 weeks ago and was told to give it more time. Besides Xfinity mobile I have been a television and internet subscriber for almost 40 years. How can they treat their long time customers like this. Paying $258 a month for that. So my decision is to dump both if this isn't resolved very soon. It has been over 6 months.
XfinityQuemekia
Official Employee
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690 Messages
24 hours ago
Hello @user_4egalt, Thank you for reaching out and sharing this detailed account of your ongoing battle with your Xfinity Mobile billing. I can only imagine how frustrating this process has been for you. To have an offer made in April, switch services based on that offer, and still not have it resolved over six months later is not the experience we want, especially given your nearly 40-year history as a loyal Xfinity customer. I am truly sorry for this experience and the failure of our previous attempts to fix this for you.
I understand that multiple phone calls, promises of investigation, and partial credits have only led to more frustration.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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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