Visitor
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4 Messages
Can not access mobile account
Ever since I got on the mobile plan I have had no access to my account and it seems nobody can get in for a payment to be made. I am now losing my promotional credits and being charged full amount for the device. I have spent over a dozen hours chatting, on the phone and multiple trips to the xfinity store at my expense to remedy the situation to no avail, just being told I am being disconnected and sent to collections. I am being punished for a technical error on Comcast's end.
I had a call from customer service on Friday and was to get a return call on Tuesday the 17th once they did some research but that call never came, just the email stating I will be disconnected and sent to collections. I suggested from day one to close everything unrelated to my internet and start a fresh mobile plan to eliminate multiple accounts but Comcast kept insisting that wasn't necessary. All this for a plan I didn't even need and was talked into getting for a credit on my internet bill. I have never been treated like this by any company where the issue is on their end. Is there someone who has authority to fix this?
CCDaniel
Problem Solver
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606 Messages
2 years ago
I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.
Since you have already called in have you tried texting 1-888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?
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CCDaniel
Problem Solver
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606 Messages
2 years ago
Can you send us a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
While we are unable to assist you here, In the message please provide your full name, full service address, Phone number on the mobile account, best contact number, and best contact email.
• Press Enter to send it
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user_145c57
Visitor
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4 Messages
2 years ago
Is anyone available via direct message at the moment?
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