lmacmil's profile

Contributor

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166 Messages

Mon, May 23, 2022 12:33 PM

Bought 2 iPhones, only being billed for one

I bought and activated 2 iPhones last October/November under a promo that said the phones would be paid off over 24 months.  The payment on first phone I bought is on my bill every month.  The 2nd phone (bought & activated less than a week after the first) has had one payment charged and that's it.  When I look at my account, it shows that there are still 23 payments remaining on the 2nd phone.  I tried (several times) to make a one time payment on my account page but get an error message.  I have not called Xfinity yet because calling them is always a frustrating process.  Thought I would post here before I put myself through the agony of calling them.

Accepted Solution

Official Employee

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639 Messages

3 m ago

Hello @lmacmil, and thank you so much for reaching out to us here via our Forums platform. I am sorry to hear that you are experiencing billing issues with your Xfinity Mobile account.

 

As much as I would like to help you with mobile, I will need to direct you to the expert mobile team. They can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3GizHyS. Scroll down to the bottom of the support page and click "Ask Xfinity".

 

I hope you enjoy the rest of your day. 😊

lmacmil

Contributor

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166 Messages

2 m ago

6/2/22 update.  As expected, my call to Xfinity was an exercise in frustration.  The first CSR was unable to help and transferred me to the "advanced support" team.  As I type this, I have been on the call for 42 minutes, about 75% of that time on hold.  They claim the billing problem is due to an outstanding order on my account.  I have not ordered anything since I ordered the 2 iPhones in October 2021 so Xfinity screwed up and that's why I have not been billed for the 2nd phone.  I am now on hold for the 3rd or 4th time while they try to figure out how to correct their error.    I'm now at 57 minutes and back on hold.  I asked why I have to stay on the line while they fix what the CSR acknowledged was a problem in their system.  He essentially said I just do.  This is why people hate Xfinity and their "customer service."

(edited)

lmacmil

Contributor

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166 Messages

2 m ago

6/18:  Called to check status of ticket created on 6/2.  The CSR was looking at the notes from the previous call and said no ticket was created.  I gave him the number, he put me on hold, came back and said he needed to get in touch with the "advanced department" which is who I talked to on 6/2 and who allegedly created a ticket to solve my problem.  Then I spoke with Serena from the "advanced department" she said they can't give an ETA on SR tickets but their engineers are working on the problem (yeah, right.)  She tried to make a payment on my behalf (I get an error message when I try) and she also got an error message.  So no progress has been made on the issue in 16 days and I will call back again in a couple weeks.  At least this call didn't take as long as the last one.

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