HUGE Billing Error

@XfinityThomasA​ 

I tried your recommendation and got same old answers. They passed me to Advanced Services Dept. They told me it would take 10-14 business days for an investigation. This is unacceptable. I’m totally lost now and need this corrected today. Because of the $1,028.57 charge to my bank account I’m left with

-750.00 in my account. Which means I cannot pay any other bills until Xfinity refunds the $1,028.57. I live on social security. I can’t tell you the stress this has caused me. 

@user_1ecaf4 Thank you for updating us. I'm sorry that the mobile team has not been able to help out. We are still unable to access account specifics for privacy, but I can contact the mobile team for us to try and find the solution. Please send us a direct message with your name, service address and mobile number.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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
Press Enter to send it

Thank you for your support and efforts to assist me with this nightmare. 

@XfinityThomasA​ I have tried every possible phone number, chat expert, multiple visits to xfinity store and staff there assured me I would get a refund. However, the so-called manager of the store said it was my fault that FedEx damaged during shipping and I am not entitled to refund. How can this be? I have filed fraud claim with my bank after working with Xfinity since January 2023 to resolve. I keep getting promises then denials and there isn’t ONE upper level representative that will even listen to my concern. Xfinity knows they have no intention of refunding my money but continue to li about the phone’s condition. Keep in mind this is a brand new phone they sent me without my request for a new phone. It was in perfect condition once I sent by FedEx label xfinity sent me. They hope people will simply give up trying and scam people out of thousands of dollars. I do not know who else to turn to. I will not give up. It’s too much money that I am owed. Any other suggestions would be helpful. I’ve tried ever phone number, chat support, store support but get a different answer from each rep I talk to. 

@user_1ecaf4 I do apologize for the issues you've encountered with the Xfinity Mobile team. My mom, also gets a social security, and it can be tough, if you are on a tight budget, a bill is debited without any explanation and no resolution. I agree this is a frustrating feeling, and we would love to make things right for you.

I know you've already called Xfinity Mobile  1 (888) 936-4968, and we currently limited in our access to Xfinity Mobile accounts, but we can definitely get additional specialist that can help rectify the situation.

Can you please send our team a direct message [private message]:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message