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Thursday, March 21st, 2024 2:14 PM

Closed

Xfinity Mobile continues to steal my money after i cancelled service THREE MONTHS AGO

Cancelled mobile service (transferred to another carrier) in DECEMBER.  In January, they still charged my credit card.  I called and after HOURS spent trying to talk to an actual person - their automated system put me into an infinite loop and hung up on me - I was FINALLY told by a "specialist" that it was my final bill for overlap and I would be billed no more.  OK.  February, they charged me again.  I spent several hours trying to escalate and talk to a person, just to be told by another "specialist" that they would refund the charge and I would not be charged anymore - my plan was closed.  I've now been charged in March as well.  I spent more than FOUR HOURS on the phone this time trying to talk to a manager, or someone other than a specialist.  I was transferred SIX times, put on hold for more than 40 minutes at one point, just to be hung up on.  Finally was told (again) that my account was turned off, I would be refunded the charge and not charged any further.  I told them that I wanted more than that.  I told them I wanted to be paid for the almost two business days I'd had to spend on this issue.  They refused.  I have yet to receive ANY REFUND AT ALL.  I was forced to call my credit card company and dispute the charges.  Xfinity Mobile either can not stop charging me (incompetent), or they do not plan to stop (INTENTIONALLY MISLEADING CUSTOMERS).
I also tried contacting their parent company's "Office of Tom Karinshak" - equally useless.  They do nothing but tell me that Xfinity Mobile has called, left voicemails and emails for me to try and resolve this issue - I have received NO CALLS, HAVE NO VOICEMAILS and NO EMAILS from Xfinity Mobile - except those telling me they have charged my Credit Card!

In my 52 years, I have never been treated in a worse fashion by a company.  I will tell all of my friends, family, and internet contacts to NEVER USE THIS COMPANY.

Official Employee

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376 Messages

8 months ago

Hello @User_se12u5b - I apologize that you have had such a poor experience. You have definitely reached the right team to look further into this issue for you and assist with final resolution! Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

(edited)

2 Messages

Update - I followed the directions above and received a message telling me that directly messaging Xfinity Support is in violation of the end-user agreement.  
Once again, Xfinity Mobile shows that they can not or will not perform even the simplest of customer services.  
Incompetence or apathy?  Neither option is palatable.  

Meanwhile, I am still receiving bills from Xfinity, so I've told my credit card company to refuse the charges (my only remaining recourse to stop Xfinity from stealing my money while providing NO SERVICE AT ALL in return).  I have now received a threatening letter from Xfinity Mobile telling my my service will be disconnected for non-payment and they will report it on my credit score.  I am beside myself with how ridiculous this situation is.  I cannot be the only person suffering this continuing abuse from this heartless company!


Anyone reading this, please repost this: tell all of your friends and family this story - let's spread the word that this terrible company does not care at all.

Official Employee

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893 Messages

@User_se12u5b I apologize about any confusion from our end in regard to the direct message, and see one of my great coworkers had followed up in the DM after the initial reply. When you have time would you be able to check to see if you received the follow up in the direct messaging. 

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