Visitor
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12 Messages
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.
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
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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