complaint to Xfinity mobile

On May 27, 2022 I ordered online from Xfinity Mobile two iPhones 13 Pro Max. Unfortunately, less than one hour later, I saw on Xfinity web page that the color that I asked and was told me that it was not available, actually was available. I immediately called Xfinity purchase service to change the order, and was told that it was not be possible. I was advised to place a new order, and when those two phones come, not to accept them, and they will be returned to the company, and I would be fully refunded. I followed the instruction, and did not accept the shipment neither signed anything. what I did.

Here is where my ordeal began. I waited for about one month to have $202.84. Not only that that amount was not refunded, but I was charged at the end of that first month $94.50 for those two iPhones together with the charges for the other iPhone that we used and the shared data 2 lines charges.

The last three plus months have been the most stressful time of my life. I called numerous times your customer service, wasted hours spending on phone talking and explaining things. Every time, I was promised that the mistake will be corrected and the case closed. However, over and over again, nothing was done, by for the months June-August, new monthly charges were placed on the automatic payment.

Finally, on August 9, the charges of those $294.50 were refunded. However, new monthly charge was placed for those two months. It was followed by new calls and numerous hours asking that those charges be removed. Every time, I was given an assurance that the charges will be refence and the case closed.

On the top of everything, the monthly charges have been stooped. But, then, somebody suddenly reversed those charges of $294.50 (that included the initial payment and taxes and the payment for the month of June) and charged me on the credit card as automatic payment. Over and over again new calls and promise. All I could was to dispute those charges with the credit card service.

To resolve the problem, I would appreciate your help in reversing that wrongly charged amount of $294.50, the amount that I was charged on my credit card.

I look forward to your reply and a resolution to my problem before seeking help from a consumer protection agency or Better Business Bureau.

Responses

XfinityBillie

Official Employee

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2.8K Messages

2 years ago

@user_333273 Thank you for reaching out to us here on our Xfinity Forums! Due to account security with Xfinity Mobile we don't have access to the Xfinity Mobile accounts. You would need to reach out to that department separately by calling or texting 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93.

Have you already attempted to contact our Xfinity Mobile experts via both options provided above to see if they are able to help you with finding a resolution?

user_333273

Visitor

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3 Messages

2 years ago

On your advice, last Friday I reached Xfinity Mobile customer service and spent 1.5 hour talking to live chat agent. After a long time, he told me that the charge of $294.50 was not justified and that it had to be fixed. At the end, he told me that he escalated the case, that that the issue would be soon resolved )the same that happened numerous times before=. Today is the eight day since the promise was made. Not only that the issue was not fixed, but today I am again charged on my credit card $294.50. What is enough is enough. All that is left to me now is to ask for a help from a consumer protection agency and apply to the small claims case court. And this is what I am going to do. I feel humiliated, frustrated, and cheated.

CCChe

Official Employee

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6.9K Messages

This isn't the way we want you to feel, @user_333273! I'd like to take a deeper look into this for you. Can you send a direct message with your first and last name and service address? To send a direct message click the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.

I no longer work for Comcast.

I am an Official Xfinity Employee.
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2 years ago

user_833199

Visitor

•

2 Messages

2 years ago

"On Sept 7th I went into the Xfinity store at 2424 Louisiana Blvd NE Abq, NM 87110, for a sim card and a line of service was fraudulently added to my account without my consent and our plan increased.

My Iphone had not been allowing people to hear me when I called out or they called in. I went to Apple, they tested the phone and said to get a new sim card from Xfinity. I went to the store for a sim card. Explained to the rep helping me, Juan, what was happening and what apple said. He told me a sim card was $89 and that he was a supervisor and could help me get a sim card, without paying the $89. He told me that he could sell me a handset for just the tax, roughly $35 he said. He said it came with a sim card and all I needed to do was call customer service when I got home and they could help me switch the new sim card to my phone and that way he wouldn't have to charge me $89. I asked him multiple times, "Will this increase our monthly bill in any way?", "This isn't anything I have to pay additional for?". He insisted NO that there was no increase to our plan, etc. This was simply a way for him to not have to charge me the full $89 for the sim card. And he was happy to do it for me because he was a supervisor. He handed me his tablet which had a box on the screen and told me to "sign here for the sim card". I signed, he gave me the phone and reminded me to call customer service when i got home. I left and went home. Immediately got online on our account and an additional line had been added and our bill has increased by $20 a month.

I immediately went back to the store and had to spend 3hrs there fighting to have this taken care of and removed from our account. The rep who did this was at lunch. I explained the situation to the other reps in the store and was told I would have to return the phone myself via mail to customer service, then call them and see if they waive the restocking fee. Or I had to pay the $35 restocking fee in store for them to return it. I did not request a line be added to our account. The reps called their manager Ralph and after I refused to take on the burden of calling customer service to fix this and refused to pay a restocking fee, I was told that Ralph the manager would handle the return and call me the next day when he was in the office.

I texted Ralph 3 days later, because I had not heard from anyone. He handled returning the device and there is still no credit to my credit card for the handset "sim card" purchase and our account still shows a 4th phone line and an increase in our plan. It's been a month. Ralph said he was "just waiting on Samsung to finalize the return". It's been a month.

Can you please assist with having this fixed? I never asked for a new phone line. I never approved a change in our plan or increase in billing. This rep, Juan, completely lied to my face and then continued when I came back to the store, to confront him and return what he had sold me. He kept saying "I told you to cancel the line", which he NEVER did. That would clearly have indicated that he did add a line to my account, which I would have realized in the store, if he used that language. Someone like that should not be working for you all. He knew exactly what he was doing. Ralph has tried to help, but we've gotten nowhere, unfortunately.

Again, I would appreciate it if you or someone who has the authority to fix this, would."

*Above is the email I sent to Ralphs manager on 10.05.22. She told me she was escalating it and today it has been 3 months since this happened and NOTHING has been resolved.

Its is insane that a representative for this company can lie to a customer, increase their bill and now I have to continue to reach out to them to get any answers as to what the hell is happening. Why does it take 3 months to still not correct canceling a line????????

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user_333273

complaint to Xfinity mobile

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XfinityBillie

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