Visitor
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1 Message
How to file a complaint
Where can I file a compliant with Xfinity mobile? I recently switched over my business from T-Mobile and decided to make the jump from an android to an iphone, however after a few days of having the iphone I realized that the it was not compatible with several applications I need for work. I returned to the store and requested an exchange for another android device. I was informed that I would be charged a $35 restocking fee. Once I received the new phone, I handed the old phone back into the store and thought nothing more of the situation. That was until I was charged over $1000.00 several weeks later for the iphone I had already turned in. When I called customer service, I was informed that they had notes showing that the device was received and confirmed to not have any damage, therefore I should not have been charged in the first place. I was charged on 11/22/221, and called customer service 11/23/2021. I was informed that it could take 24-72 business hour to approve the refund, and then 3-5 business days for the refund to be processed through my bank. I have two issues with my last statement -1. It should not take up to 72 hours just to approve a refund when you are already in direct contact with customer support, 2. it has been several weeks and the refund still has not been processed. This issue needs to be resolved, but I also have several complaints with the customer service I received when I was requesting my refund on 11/23/2021. Where can I file a formal complaint with Xfinity Mobile.
XfinityBillie
Official Employee
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2.2K Messages
2 years ago
Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I'm truly sorry to hear of this experience. Due to account security with Xfinity Mobile, our options are limited over social media. Please call or text 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. That team of experts would be better able to advise you if there is a path for resolution.
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user_2b008d
Visitor
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7 Messages
2 years ago
I had xfinity (comcast) installed for internet back in November 2021. Xfinity came out and laid a line assuring me that Ms. Digg would be out and their crew would bury the line. No one came. I called and got an off-shore customer service rep. They took all of the information and assured me that someone would call and come out. No one came.
I called again and got an off-shore representative. They were nice but did not understand the issue. I complained on an email I was sent for followup. Got a returned call explained that the rep was helpful but did not understand about the communication line needing to be buried. A crew showed up spoke to my wife and said they would help but another Comcast crew was assigned and would be in touch.
No Miss Digg to mark the property - no one came out from Comcast. My neighbor is complaining about the line and my HOA will be next. I need help.
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user_3260ff
Visitor
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1 Message
2 years ago
At least you were not chased out of the store by a manager attempting to do you bodily harm. Yes, they do lie and put erroneous information in their computers to cover their tracks because they know there is no accountability in the Xfinity system.
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user_165f68
Visitor
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1 Message
2 years ago
I’m another customer with the same experience, xfinity sales lied about everything… now i have to prove that there was a switch offer to get the bonus… waiting for the loyalty team since couple of weeks!
now someone will give me a number to call… guess what, you guys should call the customers and fix the lies of your sales team who are just trying to sell!
i was informed about a way to report these activities to the government in Georgia.. so other users don’t suffer the same way!
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Ltjk
New Poster
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4 Messages
2 years ago
Xfinity charged me for a phone I never received. I can’t get a refund nor will they cancel my service that I never used or activated! I’ve spent numerous hours on chat or the phone over the past week. They claim they are waiting for the phone to be returned. Why do I have to wait? Shipping is not my responsibility. The phone has to be signed for at the address & I haven’t signed for it. I’ve been an internet customer for 6 years. I’ll be switching to another company!
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user_5dc981
Visitor
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1 Message
2 years ago
On Dec.2, 2021, I switched over from Verizon to Xfinity after being a customer of Verizon’s for as long as I can remember. We had recently switched our home security system, cable, internet, and phone to Xfinity as well so I figured it made sense to do our mobile service too. Xfinity was offering $450 pre-paid gift cards during their Black Friday sale which was still going on at the time of my purchase to make the switch. I switched over 2 phones which one would think means 2 - $450 gift cards. I was told at the time that I would need to wait 90 days and I would be receiving an email to update me on the status of the gift cards. An email never came. I went to the store to check on the status and there was no record of me supposed to be receiving these gift cards. Go figure. I immediately opened a ticket and the representatives have been nice, but now we are almost in May - 5 months later - and still no gift cards. There is no one to contact directly and the ticket just sits there. It is extremely frustrating. I go to the store every week to check the status and still nothing. No one has time for this. Extremely disappointed in the promises made and lack of follow-thru.
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user_f78e7a
Visitor
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1 Message
2 years ago
Very worst technical support i ever had that not even one single person able to fix my issue with xfinity network with my bring your own device.
Almost for 1.5 months, contacted xfinity service multiple times and no one is able to resolve my network issue. Everyone is trying same step again and again and no one is thinking through or reading through history of recorded notes, i had to die and explain everything from beginning again and again.
Other than xfinity there is no internet service in my area, otherwise would have ditched both my internet and xfinity mobile. Other mobile network in my device works fine except xfinity. After multiple customer care calls, took my work day off and went to xfinity store, sat for 2 hrs and still no one is able to fix and asking me to buy a new phone. Why would i need to buy a phone for xfinity issues? No one is ready to compensate for the level of stress i had encountered for this.
I am super frustruated that no one is taking responsibility. Worst service
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user_3c2382
Visitor
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2 Messages
2 years ago
THEY HAVE STOLEN MONEY FROM MY ACCOUNT ALSO AND WILL NOT REFUND IT EVEN AFTER THEY SAY OK ITS BEEN ISSUED. The refund still never comes and no one will be honest and address my issue, they just keep turning me in circles.
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