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user_vpej51
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1 Message

Monday, May 5th, 2025

Xfinity mobile plan for a year free was a scam and lie

I am writing to express my extreme disappointment and frustration regarding an unauthorized charge for Xfinity Mobile Unlimited service on my account. On Oct 4, I switch my Internet service to a new plan and there was a promotion in green on the website saying that

"Get a line of Xfinity Mobile Unlimited included for 1 year." I comfirmed the promotion with the Live Advisor named Alex and he helped me add a new line that as he said would be free for a year, and after 1 year would be $40.

However, after the first month, I have been received a bill for $75.11 for this service, despite the promotional offer.

° xfinity.com/digital/offers,

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2 days ago

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XfinityChristy

Official Employee

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2.2K Messages

3 months ago

 

user_vpej51 Hello and thank you for reaching out via our Xfinity Community Forums. I can understand how frustrating and disappointing it must be to see an unexpected charge like that, especially when you were assured it would be free for a year! It sounds like there was a clear misunderstanding, and I sincerely apologize for the trouble and inconvenience this has caused you. Please don't worry; I'm here to help get this straightened out for you. I'd be happy to take a closer look at your account and the details of the promotion you signed up for. To do that, could you please send me a direct message with your name and address? Once I have that information, I can review the notes from your conversation with Alex and investigate why you're being billed for the Xfinity Mobile Unlimited line despite the promotional offer. 
 
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

Thank you for bringing this to our attention. I appreciate your patience as we work through this.

 

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XfinityJamesC

Official Employee

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2.3K Messages

We are here for your support, @user_aef6gi. If you'd like to look into these issues, or if you have any questions about your options, please let us know.

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.
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2 months ago

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user_hq

Visitor

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2 Messages

2 months ago

Happened to me too. Got Xfinigy mobile free for one year as a promotion. First month bill $69.90.  From month 2, the bill dropped to several dollars (taxes and government fees only). Called customer service. They say the line must be active for 30 days before the promotion can take effect. This was not disclosed in the promotion terms.

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user_s3sktn

Visitor

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1 Message

1 month ago

happened to me too, maybe if all of us get together and get a lawyer maybe the truth will come out

1

user_cvr2ox

4 Messages

Been a long time customer and they lie about the deals new deals won't save me anything they wanted me to lower internet speed down a tier and I would save 4$ a month and use ach  instead of credit card 

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1 month ago

user_56u981

Visitor

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1 Message

16 days ago

same thing here. the support has been absolutely useless

1

XfinityChristy

Official Employee

 • 

2.2K Messages

 

user_56u981 I'm so sorry to hear you're experiencing a similar issue with your Xfinity Mobile billing, and that your previous support interactions haven't been helpful. I can definitely understand how frustrating it is to see unexpected charges, especially when you believed you were getting a promotional rate.
 

I'd be happy to look into this for you and get to the bottom of your billing concern. Please send us a private message with your full name and the service address associated with your account. Once I have that, I can access your account details and investigate the Xfinity Mobile charges.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

We appreciate you reaching out and giving us the opportunity to make this right.

 

 

 

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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14 days ago

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user_xlak0t

Visitor

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2 Messages

8 days ago

This happened to me too. I got the bill for the first month and reached out to a customer service agent to resolve it and they said the credits would be assigned to my balance and thus cover the bill. It did not and I'm keeping getting new bills for the second month now. This is extremely frustrating and I think does get to the point where I call false advertisement. 

1

XfinityJamesC

Official Employee

 • 

2.3K Messages

Greetings, @user_xlak0t! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your account is not being credited for the free line promotion, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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6 days ago

0

user_FQ04

Visitor

 • 

1 Message

5 days ago

Same thing. Class action lawsuit incoming 

1

0

XfinityAirelle

Official Employee

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2.8K Messages

 

 
Hi there! Our team would like to help you get this issue addressed. 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!

 

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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3 days ago

0

user_jc6c8c

Visitor

 • 

1 Message

4 days ago

Same thing happens to me.   I have 5 lines.  They promised me ~$40 monthly bills for 1 year for 5 lines.  But it never happens.  I am paying $120.40.    

1

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XfinityMatthew

Official Employee

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559 Messages

Hello @user_jc6c8c sorry to hear you did not receive the free line discount. We would love the opportunity to get it fixed for you. When did you start the mobile service with us?

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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2 days ago

0

user_69p3zt

Visitor

 • 

13 Messages

2 days ago

I am dealing with the same exact thing. I was told I was going to get an extra $10 off my internet bill by signing up for a free line. I even got their free phone (since this was a 2nd line for me) and that is being charged bc I didnt port in a number which they knew while selling me that I wasnt going to be porting in any lines.... escalation to manager has resulted in multiple calls and no follow up

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