Visitor
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1 Message
Reinstating issue
Dear Xfinity Executive Customer Relations,
I am writing to file a formal complaint regarding my Xfinity Mobile account.
For the past three days, I have been trying to reinstate my mobile phone number. I was charged $25 twice, for a total of $50, to complete the reinstatement process. However, my phone number has still not been restored.
My ticket number is [Edited: "Personal Information"].
During the past three days, I have spoken with multiple customer service representatives. Every agent either transfers me to another department or creates another ticket, but no one has resolved my issue. I have spent many hours on the phone without receiving any solution.
I respectfully request that Xfinity take immediate action by either:
- Reinstating my phone number immediately, or
- Refunding the full $50 that I paid if my number cannot be reinstated.
If this issue is not resolved promptly, I will file formal complaints with the Federal Communications Commission (FCC) and the Better Business Bureau (BBB). I will also contact my bank to dispute the charges because I paid for a service that has not been provided.
I ask that my case be escalated to the Executive Customer Relations team and that I be contacted as soon as possible with a resolution.
Thank you for your prompt attention to this matter.
XfinityEva
Official Employee
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2.5K Messages
8 hours ago
@user_q3bbmx
Hi there, thank you for taking the time to share your experience. We can certainly understand how frustrating it must be to be charged twice for reinstatement and still not have your phone number restored after spending several days speaking with multiple representatives.
This is not the experience we want for our customers. We'd be happy to take a closer look at your account, the reinstatement requests, and the associated charges.
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