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Tuesday, December 5th, 2023 7:27 PM

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

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1.6K Messages

3 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!

 

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