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Visitor

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3 Messages

Thursday, November 17th, 2022 12:42 PM

My 85 year old mother was sent and charged for a phone that she did not order

Xfinity has been charging my 85 year old mother for a phone and phone plan that she never asked for and does not use a cell phone.  Please help.

no one can help us and they are planning on charging her for another year and a half.  

Official Employee

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667 Messages

2 months ago

Hi, I understand your mother was sent a phone she did not order. Please contact Xfinity Mobile regarding the grace period of the phone received. For this concern, our Mobile team is the only team to access and evaluate this concern at hand. You may also visit an Xfinity store as an associate can assist with getting this concern handled correctly. You may call 1 (800) 934-6489 or chat with a specialist at https://www.xfinity.com/xfinityassistant/?channel=xMobile. 

Visitor

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3 Messages

@XfinityAshley​ 

Hi Ashley and thank you for your direction.  I did speak to a representative who was extremely helpful (Illiasa, Illiana).  She was able to get Xfinity to stop billing my Mother as of today, and I was told that within 72 business hours that I will hear back from her supervisor who will be crediting my Mothers account.  I will respond again once I hear back and they are able to fully rectify this situation for us.

thanks again.

XfinityShan

Official Employee

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324 Messages

@user_739007 Perfect, happy to hear that! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Regular Visitor

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10 Messages

2 months ago

I am dealing with a similar situation.  I called months ago spending hours on hold and talking to folks that barely speak English trying to get a new sim card.  They refused me saying not without a new phone.  After being worn down and out I said just cancel that line (that I was going to use the sim card on in existing phone   That left me with two working lines.  A couple months later I walked out my door to find a large man in my yard with no ID or explanation as to who he was and I asked him to leave (still no ID).  He was trespassing.  When I tried to leave my driveway I realized it was an Xfinity employee because of the "truck" blocking me in.   I called Xfinity to talk about that and ended up in hours of hold and transfer and my phone failed  twice so ended up with mobile again who were to call the next day.  They called next day and said they were going to fix everything with a new phone.  I did not ask nor did I want a new phone I wanted to resolve the employee issue with a supervisor!  Said phone was put on my account where I have no line to transfer to it or phone to port to it anymore and have not had.  No call back from supervisor mobile or internet service.  Today I got a phone call from Xfinity to activate said phone which I don't have because I did not accept delivery but they are billing me for the phone and service!  They change my internet billing and my mobile billing.  Now I have a total mess!  I want to cancel both now but they won't fix that phone mess!  Another "third level" holding pattern transfer said he was fixing it and talking it off and i would get an email but that has no happened . I am giving them a couple hours and then calling Attorney General's office for State of CT because I can't take more hours on the phone with incompetent non-understandable employees of Xfinity who in spite of my repeating over and over ad nauseum can't get anything right!  Please is there no one competent there anymore?

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