Visitor
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1 Message
Very Frustrated Loyal Customer
Hi, I’ve been a loyal Xfinity customer for over 7 years with internet, cable, and mobile. I just found out I’ve been charged for a second mobile line for a year — a line that should’ve been removed in October 2024 when I upgraded my daughter’s phone. I’ve now spoken to 4 different reps, each giving conflicting or incorrect information, and tonight I was met with sarcasm from Supervisor Omar. I was offered $80 of the $140 billed, then told I’d get nothing because I declined the partial refund.
This isn’t the first time I’ve had issues with billing and customer service — and yet I continue to stay, hoping things will improve. I just upgraded my mobile account and signed for a new phone tonight, but I’m extremely upset, frustrated, and honestly ready to blast this from a rooftop. I’m seriously considering canceling all services.
I’d like someone to reach out to me directly. I don't know how to give my personal information without blasting it out there. I am really over the trash customer service
XfinityNatalie
Official Employee
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434 Messages
1 day ago
Hey there, user_ra6vos! Thanks for knocking on our XFINITY Community door with your recent experience. Seven years with us! Wow, that’s incredible! We’re so thankful to have you with us, and we always want you to feel appreciated and confident that you’re in good hands. We’d love the chance to take a closer look and help clear up any remaining issues with the second mobile line.
Please 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.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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