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Visitor

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1 Message

Sun, Sep 25, 2022 5:24 PM

Xfinity mobile customer service is the worst, is not worth it to pay less.

Paying less is not worthy in this case.  Xfinity mobile customer service is the worst.  Long times of wait to get in contact with a representative that can help, and most of the time they are of no help.  They lie to your face and do not solve the issue.  I was charged for an Apple Watch that I never used and returned right away.  I was trying to make payment online, my cards have money but for whatever reason I was not able and they disconnected my services.   Not only they disconnected the services, because I am not able to pay online due to systems errors, but I have not been able to speak with anybody to solve my issues and make a payment.    There was a ticket to solve the issue of the Apple Watch, and the last time I spoke to someone they said that the issue was solved, and that the Apple Watch was removed from my account, but is not true.  It is still there and is showing a balance due with the total among of Apple Watch!!   I am very upset for not been able to make a payment online, not been able to do it over the phone because no one takes the call and not been able to make calls. Eclair xfinity mobile suspended my services for Theo one incompetency, terrible customer service ans system’s error.   Never again will I get any services with xfinity!  

Official Employee

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332 Messages

2 months ago

@user_64721a I am sorry about the rough experience with getting your billing concerns address for your mobile service. Our Xfinity Mobile team can help with all aspects of your service and billing. You can reach out to them by: Text:1(888) 936-4968 Call:1(888) 936-4968 Chat: https://comca.st/3UMRncD Our Digital Care team is here to assist 24/7 with all your other Xfinity services, please feel free to reach out anytime if you have any questions or concerns about your cable, home phone, internet or home security services

Visitor

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2 Messages

2 months ago

It seems that the mobility service is not the only Xfinity service where it is difficult to reach a human being to resolve an issue, OR, when you do get someone, it is a person who does not lie. Apparently, you and I are in the same boat on both instances. Xfinity Christy (ironically, that is also my daughter's name!) "replied" to my post, but offered nothing of substance or remedy, nor did she indicate that someone would get back to me. Therefore, I am not sure they care much about their clients other than to get as much money as possible with as little effort as possible. In the meantime, I'm trying to figure out what to do next...

Official Employee

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332 Messages

@arrastia44 I would be happy to assist with your billing concerns and make sure you have the information needed to get your concerns address with the ACP approval process. To get started, please use the Direct Messaging icon to send us your full name and address.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

I am trying to get my broken watch unlinked from my iphone in my account!!!!  I talked to customer service 3 times about this and have been told 3 times my watch was unlinked.....it is still there!!!!!!!!!!  Very frustrated!!!!!  I now have 2 watches linked to my phone.  The last call was with Grace from customer service and she credited my account $10.00 and promised me my watch would be unlinked in 10 minutes....it was not!!!!  That is 3 customer service reps that lied to me!!!!!  What is so hard about unlinking a watch?????

Official Employee

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213 Messages

@MemawAngie Thank you for taking the time to reach out to us regarding this concern with unlinking your Apple watch from your Xfinity Mobile account. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests or support over this platform. Support information for XM can be found at https://comca.st/3M8ht6h

 

You can also contact our Xfinity Mobile support center via any of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Chat: https://comca.st/3Rp25n1



I do see that you have also sent us a private DM with a similar message. Please note that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of our Forum Guidelines. You must first create a public post requesting assistance and if a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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332 Messages

We bill in advance for your services so a statement was already cut and sent before you made changes to your account. I can't speak to what that other rep did, or what her thinking was and how that was best for you. I can only ask that the conversation be reviewed  which will provide a opportunity to be trained in an area she may need a bit more clarification in. I will make sure that it is reviewed, I promise.

 

I think I found the bottom line of stuff. The request and approval for the changes on your account was done on 09/11. This is when the new contract was to start. However, the completion process did not take place until 09/26. This means, you have more credit coming to you in the amount of $24.08. Why this happened, I can't say. I can continue to investigate it and see if I can reverse the mistake if you would like, or I can place a credit on the account to make up the difference. How would you like me to processed?  -Christy

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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2 Messages

i'll take the credit to my account

Visitor

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5 Messages

2 months ago

I am having the same issue with a phone I returned.  It was signed for but yet its still showing money owed on and they plan on charging me for it. I also have not received the refund for the down payment and taxes. I was able to reach someone at 11 PM, but they needed to escalate my issue and promised a return call. I am definitely going back to Tmobile once this gets sorted.

Visitor

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1 Message

1 month ago

I spent half a day trying to correct an error regarding a cell line. They tossed me around and expected me to communicate the problem to individuals I couldn't understand who were reading off scripts, anyway. At the end of the day, I got nothing accomplished except contracting an upset stomach and migraine headache.

So a couple days later I called to cancel the service and they can't even do that. Had to toss it to a "technical" person and told it'd be 5-6 working days.

I'm 79 years old and in poor health, anyway. I can safely say that this has been the worst customer service I have ever had. [Edited: "Inflammatory"]. I have given my attorney the information and even he couldn't communicate with these people. Said his office sent registered letter to Xfinity. We'll see.

Also, I noticed there is no way to stop autopay, so I was forced to cancel the credit card, lest they continue billing me as was the case with others whose comments I have read. Well one thing I can do is get the word to friends and family to stay with Verizon or T-Mobile, or whoever. You get what you pay for.

(edited)

XfinityChe

Official Employee

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6.7K Messages

Hello, @eckleberry. We appreciate you for sharing your post here on the Xfinity Community Forum. I'm sorry to hear about the experience you've had while trying to have your concerns with Xfinity Mobile addressed. This isn't the experience we want for anyone. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. I know you've called in to speak with agents and feel you are not getting the help you need. By chance, have you tried following up with an agent by text at 1-(888) 936-4968 or chatting to see if your disconnection request was processed? 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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