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My name is Robert [Edited: "Personal Information"] and I’m disputing Credence Reference [Edited: "Personal Information"] that was dated February 18, 2025. Xfinity Mobile is refusing to take back their phone, because I am refusing to support their fraudulent activities by making payments on an illegal transaction. As a result, Xfinity Mobile has sent my account to collection in order to ruin my perfect credit. Xfinity Mobile customer service representative implied that I would have to sue their company or pay the bill. Xfinity Mobile hired phone fraudsters as their representatives. On a recorded line, the first Xfinity representative offered a $30 deal promising that I could keep my T-Mobile phone, receive a new phone number, and receive a free mobile phone for $30 a month with unlimited talk, text, and data. After approximately 3 weeks after receiving the phone, I received a text message stating that I had exceeded my 2 gigs of data and that I would be charged for extra gigs. I immediately called Xfinity Mobile customer service to complain. The representative lied and stated that I could keep my current Xfinity mobile phone, receive a new phone number and a new free phone, and pay only $30 a month for unlimited talk, text, and data. I informed the Xfinity Mobile representative that I would NEVER give up my current plan with Metro by T-Mobile. So, on a recorded phone line, the second Xfinity Mobile representative offered the same $30 deal promising that I could keep my T-Mobile phone, receive a new phone number, and receive a free mobile phone for $30 a month with unlimited talk, text, and data. The first bill was $66, and I paid it thinking that it included an activation fee. I refused to pay the second bill of $66 and informed Xfinity to cancel the service nearly a year ago and to send me the equipment return package for their phone equipment. I have made 12 attempts to return their phone, and on the 13th today, the representative implied that I would have to take Xfinity to court or pay the unlawful payments.
XfinityDilary
Official Employee
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2.2K Messages
2 months ago
Hello, @user_95d9vw. Thanks for posting on our Community Forums for assistance and your patience while we reached back to help. I'm sorry to hear about your experience and would like to help get to the bottom of this. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.
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• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
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• Press Enter to send it
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user_46eo1o
Visitor
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1 Message
3 days ago
I worked today with an online live agent thru the chat button named Aastha today. This person was patient, professional, courteous and knowledgeable. My issue was not only resolved but this person took the time, researched my account and found me a better option and price for the next five years. I give this person 10 stars in every category.
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