@XfinityJanelle​ 

I have already been contacted by corporate. 

@XfinityJanelle​ 

Hello Janelle

I have had the exact same experience, promised all kinds of discounts for switching to X Mobile and in fact my rate went up when the unbundled my plan and cut my DVR service in half!!   After multiple calls and hours on hold, I was told by a rep in Indonesia that my Xfinity mobile account would be closed after I returned the phone, after more calls I finally got a FedEx return label and sent the phone back, it was received at Xfinity on 7 July.  

Now on 2 Aug, I get a statement from Xfinity Mobile for monthly service and it shows that I still have the phone.

I don't want Xfinity Mobile, Nor do I want my land line back, but I want this mess fixed, and I want the DVR Service I had before.

Can you please help me?

[Edited: "Solicitation"], Executive Vice President, Customer Service (cable), [Edited: "Personal Information"] OR [Edited: "Personal Information"].

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[Edited: "Personal Information"]

We are glad to help get things squared away for you today @user_b41c49.  You have reached out to the right team to get this taken care of.  Please feel free to shoot us a private message so that we can get started.  

@XfinityJanelle​ 

After many many conversations with agents and supervisors (10 hours worth so far), I think I’ve narrowed down what the problem is. I was offered a lower monthly contract on my home TV and internet service if I agreed to replace my xfinity home landline with your Xfinity mobile cell. I was given the impression (as in lied to) that my new home phone would operate as a part of my residential package like the last 15 years.  It was presented to me in the beginning by one of your customer service reps that the phone was free. Yeah, the physical phone is free but nothing was said about the $15 a month fee for data. I tried calling the residential side of the business only to be told Xfinity mobile is separate from the residential side and CSRs on the residential side have no way to change, modify, nor provide any assistance if you have a problem with the mobile phone. That must be done thru xfinity mobile. Xfinity mobile also established a mobile account without my knowledge or consent and used my credit card, again without knowledge or consent, to set up autopay. If you tell them that you want to return the phone because you didn’t expect to have to pay anything you’re hit with the sweet news that there’s a $200 early termination fee plus an unspecified restocking fee. People like myself who agree to take that cell phone in exchange for their previously free landline expect that Cell to be free as well across the board and I was told that it would be.  It was never explained that it would be a separate account and that I would be required to pay $15 a month for the data package. I was told if I accepted the “free” phone, my TV/Internet service would be lower - not true. What I have to pay for the mobile Xfinity phone data package adds up to more than what I will be saving on my new contract. I think if you’re going to offer the mobile phone to residential customers as a replacement for an old landline, you need a different system so that they are informed and understand what’s actually happening. The residential side of your business needs some way of helping your customers with this problem, because that phone was supposedly given as part of a bundle with the residential TV and internet service. 

We appreciate your feedback @user_b41c49 and take it very seriously. You can also provide your feedback here https://support.xfinity.com/svp-contact-form. We apologize for the frustrating experience. Please let us know if there is anything further we can do for you

We understand where you are coming from and appreciate your feedback. We are not making any decisions for you. Since you are working with the corporate team, it is best to stick with them to get a resolution and be in contact with one team. If we can assist you in the future please let us know.

@user_b41c49​ WOW- unbelievable! 
I’ve been looking into small claims court regarding my situation with xfinity mobile. There seems to be some success rates. 
I truly don’t understand how these people sleep at night. How much do they get for signing us up for a phone? I too was completely scammed into a mobile phone and after 3 attempts to get a return label (while the agent is saying “I PROMISE you will get a label in 24hrs) I was then denied on my 4th attempt for waiting too long…..

your story sounds awful and I hope you’ve since got somewhere. 

We need a class action lawsuit to happen they are scamming me as well 

Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
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