Visitor
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3 Messages
Unauthorized removal of Xfinity mobile Care Insurance
My husband and I have been loyal customers for 5 yrs and have always maintained Xfinity mobile care with our phones. We also have Xfinity cable, internet and home security cameras. During my device upgrade for [Edited: "Personal Information"] which was paid in full, the representative failed to transfer my protection plan. My husband and I were told by store staff and manager that "only i could have removed it" but my billing statements provide mathematical proof of a clerical error at the retail level:
1. Billing Cycle: Nov 19- Dec 18 (30 days).
2. Standard Insurance Cost: $19.00/month ($0.63 per day)
3. Statement Charge: $13.99 )This covers exactly 22 days of service).
Proof of error: The 22nd day of my cycle was December 11th- The exact day I was in-store for my upgrade.
This proves the insurance was terminated by the retail sales portal during the upgrade transaction, not by me via self service. Because of this error, my S25 Ultra is currently being denied coverage.
I have reached out to Xfinity mobile care, Assurant insurance, All the top executives by email and plan to move forward with the FCC Consumer Complaint Center and the BBB Better Buisness Bureau
Has any one esle ever ran into this issue? The representative and even the manager of the Xfinity store that we have been loyal customers to for 5 yrs no late payments, were rude, could not show me any proof or date that it was cancelled or when or by who, they just said it was not them and that only I could make that change. The total disrespect and lack of transparency is sad truly. Now I have a $1200 phone I still have to pay that does not work. I had to go to metro pcs to buy a phone just so I can pay my bills and have access to all my important information.
XfinityRay
Official Employee
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3.6K Messages
6 days ago
Hi there, @user_br43xu! Thank you for your patronage over the last 5 years! We are happy to look further into this. With the steps you took, there should be tickets open, so we can check on the progress for you. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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user_br43xu
Visitor
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3 Messages
14 hours ago
I have already reached out to make you aware of the Xfinity store Located at 2830 NW Federal Hwy, Stuart, FL. 34994 removed my insurance during an upgrade. I have been a loyal customer of Xfinity for 4 yrs. We have always had xfinity mobile care on all our devices and UPGRADED devices. On December 11th which I have already shown you the math my billing statement that insurance was removed the same day I upgraded to the samsung s25. Since then I have had a rep named Terrance tell me that Xfinity mobile care service does not transfer to upgraded devices, That I must request this service to continue. That i must have cancelled it. if that is true why can't Terrance show me any proof in audit logs that i asked for it to be removed. Why is there no answer as to why my insurance was removed after years of paying for this product.
any reason by contacting the Policyholder or Us at 1-888-936-
4968. We will refund to the Policyholder any unearned
Premium paid on a pro-rata basis as of the cancellation date.
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