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Tuesday, December 5th, 2023 7:27 PM

Closed

Xfinity charged me for an entire year of Xfinity mobile even though I never Signed for up it and refuse to refund me.

About 4 months ago I realized according to my bank statements that I had been getting charged for Xfinity Mobile since August of 2022. I had just gotten the Wi-Fi service in July 2022. I never agreed to or received and opened an email and consented to adding an Xfinity mobile account yet I had been getting charged for it for about a year. When talking to agents, and I've talked to dozens at this point, stating that I never agreed to this service and would like to be refunded the charges I either get "yes this will be refunded in the next 7 days" where two weeks will pass, and nothing hits my account. Or I follow up and get told the charges are valid and no refund will be sent.

Despite the inconsistency, the reasoning they use explaining to me why the charges are valid is what is truly driving me up the wall. Their reasoning / policy are 2-fold and neither make sense to me.

1. They tell me that they are unable to add the Xfinity mobile line without my consent and they state I would have received an email opened it and had to click "I Agree" to add the line. Problem is I never opened an email and hit "I Agree" to add the line and I never even knew I had the service until 4 months ago. Better yet, they have told me the Phone # it was set up for was a 443 # and I have a 410 #. Better yet, zero data has ever been used on the line. If I were trying to get one over Xfinity here, why would I open an Xfinity mobile line pay for it an entire year and never use any data on it? Why would I sign up for an Xfinity mobile account for someone else's number on my Wi-Fi account? All they respond with is the charges are valid.

2. Which bleeds into the other thing they tell me. Essentially saying the policy says because I didn't cancel within the 7-day grace period of the account being set up, regardless of any data being used, the account is in full effect and all charges are valid. How can there be policy where charges are valid bearing on the fact that I didn't notice the charges sooner? my point back to them is how would I have known to cancel it if I never signed up for it or knew it was created. Again, the response I get is the charges are valid.

I do not understand why they are trying everything they can to make getting my money back impossible. An account fraudulently set up for a phone # that isnt mine and me stating it wasn't me that set it up isn't enough for them to help me out. I have been contacting them for 4 months and there is still no resolution.

Has anyone else had this happen to them and were you able to get your money back? 

Official Employee

 • 

2.1K Messages

11 months ago

 

user_z0rmef 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

1 Message

8 months ago

I tried Xfinity's Moto phone & was not happy with that phone at all so I took it back the very next day with all that came with it to a local Xfinity store & they would not take it back since I didn't have the box that it came with! Seriously?!?! And, they said they that I have to pay the monthly payment for 12 months before I can cancel it! I'm done with Xfinity & I am going to get my internet elsewhere & eventually my phone carrier after I pay the their ransom of $27.95 per month which is a total of $335.40! I'm going on 70 yrs old & retired & my budget is going to be stretched further for the next 12 months!

Official Employee

 • 

2.5K Messages

@user_m2y36y I am sorry for how your experience has made you feel. 

Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please reach out to our Xfinity Mobile team with the options below. 

 

Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

 

I would be happy to take a look at your residential account and check for savings. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.

 

Please send me a Direct Message with your name and service address. I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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