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Request: Ensure activated internet bundle and extra charge refund
I had an internet bundle activated back on March 8. Before I decided to take the deal, I was assured the following:
A 1000 Mbps rented modem, unlimited data, and 2 free lines for just $40/month for the next 10 months. After $60 per month.
And I was told for those 2 free lines, I can activate 1 first then 2nd one within 30 days.
I found this deal before my moving on March 6, in the coupon from USPS mail.
Before my moving date, I contacted the customer service, and told me I can update my service and activate the deal later. But my internet was canceled on my moving date (I did not request any cancellation), and I had to spend 1 hour (the agent kept me online and really inefficient while I kept saying I had to go packing) to activate an internet connection on March 6. Which wastes 1 hour in morning time, and I had to pay over $150 extra moving fee since I did not have time packing.
But, when I tried to add the 2nd line on 03/11/2025. I was told somehow the deal I got was gone, and I had to do a lot of explain the chat with different team and agent, in the end, I was told in a call from a manager that he will ensure my overall bill will be about $40 per month to MATCH the bundle I had. Fine.
BUT I found nothing updated with my account, and I was charged $108.52 with the mobile on April 26.
Since... I had to contact the Xfinity agents again and again and spent over 40 hours but I still see extra charges with mobile and internet charges of $60 per month while no $200 credit.
By now, there is still a $20 monthly fee with my mobile, and I have already been charged 108.52 + 24.44 on the mobile side.
This Wednesday, I was told they will fix my case, ensure I will have no new mobile bill, and my extra payments with mobile will be refunded as credit on the internet bill. My internet bill will be $60 per month and a $200 amazon digital gift card will be sent to me in a few days. I was given a ticket "ECM0014743712". Plus, they are still charged with mobile, I was given 2 $20 credit on mobile so I do not need this month's extra charge.
This Wednesday, I was told they will fix my case, ensure I will have no new mobile bill, and my extra payments with mobile will be refunded as credit on the internet bill. My internet bill will be $60 per month and a $200 amazon digital gift card will be sent to me in a few days. I was given a ticket "ECM0014743712". Plus, they are still charged with mobile, I was given 2 $20 credit on mobile so I do not need this month's extra charge.
Today, I received a notice for the ticket "ECM0014743712" that it was denied and closed.
Tried to contact the internet agent, and they sent me to the mobile team again!
I am really exhausted with these no results agents' chatting.
I am sending this post requesting solving my case for good.
- Refund the $82.96 extra charge with mobile. 82.96 = 108.52 + 24.44 - 2 * $25(activation fee)
- Ensure no more mobile charges till end of my 1 year bundle contract. Still my account shows a $20 monthly fee.
- Either credit the $200 on the internet bill as originally promised or send me a $200 amazon gift card.
I had been a loyal Xfinity customer for many years. When I moved back in Jan 2024, immediately I activated my Xfinity account. And back on March 8, when I was checking the internet bundle I was accompanying a friend and suggested she upgrade her Xfinity server and she did.
Now I am really frustrated with your customer service. I was promised multiple rounds that my issue is resolved, but no, still there. Each round, hours and hours of online chatting and phone calls. Each time, I was sent between Mobile and Internet teams multiple rounds. Each agent, I had to explain my issue, prove I had the right of that 2 free lines and $200 credit.
No Responses!