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Sunday, June 23rd, 2024 4:58 AM

Xfinity Mobile bill not applying credits that I have in my confirmation email.

I purchased a buy one line get one line for $40. I brought 2 phones and recieved a $10 credit for BOTH lines. Bringing my total bill down to $20.

Then we added an additional line for $20 and did one of the "free" phone promotions for that line. (Essentially just applies a credit to cancel out the phone charge every month) 

So now my bill is $40 for 3 unlimited lines. I added a protection plan to the new phone that was $12 bringing my total to $52. After the $6 or $8 in "service fees" my bill should be no more than $60!!

The first bill I expected the extra $75 (3 $25 activation charges) meaning my bill should have been about $135.

It was $174.54!!!! I talked with 3 different representatives and was given a different answer each time. The credits weren't applying right, it takes over 30 days for the credits to apply, Yada Yada Yada. Then was promised that the next month would be corrected. 

Surprise surprise, it's not. This month's bill is 90.25. So again I get ahold of a representative. They apply a $20 credit for the BYGO bringing my bill to $70.25 but it's still $10 higher than it should be because it's not applying the $10 credit for the second phone we brought. 

Can someone please correct the overcharge for this month as well as last month's and get the system corrected!!!! I have the emails showing what I signed up for and what the totals should be.

Official Employee

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373 Messages

21 days ago

Hey there, @user_4hcdpp. It can be frustrating when your bill changes unexpectedly or you're not receiving the deal you signed up for. Have you gotten a chance to work with one of our Xfinity Mobile Specialists to get this billing issue rectified since you've posted? 

4 Messages

@XfinityBradM​ No, I haven't had a chance to try again for a 5th or 6th time to get this resolved. 

Official Employee

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373 Messages

We can get a ticket put in for someone on that team to reach out and get this issue resolved for you. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

Sent, for some reason I didn't get notified of the second response.  Thank you

1 Message

15 days ago

I am having the exact same issue. I have been trying since February! Still no credit showing despite promises each month that it's going to show the next month. When is this ever going to be in resolved? I feel like I need to go to the attorney general at this point

Official Employee

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784 Messages

Hello there, @user_bynnvb! Thanks for bringing this issue to our attention. We would be happy to facilitate assistance! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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