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user_1ecaf4
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Visitor

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12 Messages

Tuesday, January 31st, 2023 12:19 AM

Closed

HUGE Billing Error

Xfinity mobile charged $1,028.57 to my debit card on file without authorization. I’ve been trying for 5 straight days to get this charge reversed, including the NSF charges from my bank. I’ve talked to 6 different agents totaling 27 hours of time on the phone with 8 different responses. I can’t continue the insane chat support and extraordinary number of hours on hold for customer service reps including “Adavanced Services Department “ reps. One rep said a 2 week “investigation “ had to be completed before they “decide” if the charge will be reversed. When I asked what does an “investigation “ include, she hung up on me!  IS IT POSSIBLE TO GET A REAL PERSON WHO IS AN UPPER LEVEL MANAGER TO SOLVE THIS PROBLEM in ONE CALL? If so, I would love that phone number. I am a Platinum member (not by choice) and senior citizen on limited income. 

Question

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Updated 

2 years ago

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Accepted Solution

XfinityThomasA

Official Employee

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2.3K Messages

2 years ago

@user_1ecaf4 - Thank you for your feedback. This is not the experience we want for anyone. I want to ensure you’re able to get in touch with a Xfinity Mobile expert to help set clear expectations regarding your inquiry and to help get it resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any Xfinity Mobile device or account specific requests over this platform. Aside from calling in for support you can also text 1-888-936-4968, or reach out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where a Xfinity Mobile expert is available 24/7.

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user_1ecaf4

Visitor

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12 Messages

@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. 

2 years ago

0

XfinityPaula

Official Employee

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1.4K Messages

@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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

0

user_1ecaf4

Visitor

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12 Messages

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

2 years ago

0

user_1ecaf4

Visitor

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12 Messages

@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. 

2 years ago

0

user_1ecaf4

Visitor

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12 Messages

2 years ago

Please help me resolve this problem. 12 total different responses given and I am extremely frustrated as to how to proceed. Thank you. 

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user_bd705c

Visitor

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3 Messages

2 years ago

The customer service will run you through the ringer then lie to you in regards to your issue. Took me 11 hours of texting talking and emails to get my issue PARTIALLY HANDLED 

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user_1ecaf4

Visitor

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12 Messages

2 years ago

Thank you all for commenting. I’m working with my bank to file fraud claim and the FCC to file complaint against Xfinity Mobile. It’s been almost 2 months now since this nightmare began. I’m convinced I will never see my $1,028 they removed from my account. I know Xfinity doesn’t feel my situation is important but I’m a senior citizen living on social security to get by. $1,028 is a lot of money to me. 

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CCFelicia

Problem Solver

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311 Messages

@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 

 

 

 

 

 

I no longer work for Comcast.

2 years ago

0

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