Visitor
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5 Messages
Xfinity Mobile Billing Error: Double-Charged for Device Payoff on Closed Account
Hello Xfinity Support Team,
I need assistance from a corporate billing specialist to resolve a clear double-charging issue regarding a device payoff on my closed Xfinity Mobile account. Standard phone support has been unable to correct this.
Here is the exact timeline and math of the issue:
- Aug 20 – Sept 20 Bill: Generated for $98.12, which includes my final standard monthly device installment of $34.58.
- Sept 23: I processed a full, manual lump-sum Device Payoff via the app/website, which legally satisfied 100% of my remaining phone balance.
- Sept 20 – Oct 6 Bill: My service was canceled and correctly prorated to a final bill of $30.00.
The Problem:
Because my manual payoff occurred on Sept 23 (after the Aug 20-Sept 20 bill locked), the system is blindly demanding that I pay BOTH the $98.12 bill AND the $30.00 bill.
Because my manual payoff occurred on Sept 23 (after the Aug 20-Sept 20 bill locked), the system is blindly demanding that I pay BOTH the $98.12 bill AND the $30.00 bill.
Because my Sept 23 lump-sum payoff already covered the total remaining cash balance of the phone, forcing me to pay the device fee baked into the $98.12 bill means Xfinity is double-charging me for the exact same phone balance. Frontline agents are claiming I will not receive a credit for the $34.58, which is entirely incorrect.
My autopay is currently failing because I had to lock my card to prevent this overcharge. I am ready to pay what I actually owe for my prorated service, but I need a Tier 2 specialist to manually adjust my account balance, remove the duplicate device fee charge from the open invoice, and correct my final amount due.
Please let me know how we can move this to a secure chat so I can provide my account details. Thank you!
XfinityNatalie
Official Employee
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1.1K Messages
4 hours ago
Good afternoon, user_xjjrdo! Thank you for bringing this to our attention. We understand where your XFINITY Mobile concern is coming from regarding the duplicate charge for your device payoff. We'd be happy to review the billing details further and help rectify this matter for you! Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• 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
Let me know if you have any questions.
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