Visitor
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2 Messages
Being billed for "free phone line"
I signed up for an internet deal that was supposed to include a free phone line for one year. Since January, I’ve been billed repeatedly for the phone line. I’ve spent hours on chats and calls with customer service, and I’ve been told many times that it would be fixed and that I’d receive a refund — but nothing has changed.
At this point, I feel extremely frustrated and exhausted. I’ve tried to resolve this the right way, but I’m getting nowhere. I’m paying for something I never agreed to, and it feels like I’m being ignored.
I’m asking for someone who can actually take ownership of this problem and make it right.
XfinityMatthew
Official Employee
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957 Messages
14 days ago
Hello @user_81vezh Sorry to hear the free unlimited line promotion has not properly applied to your deal. We can certainly help escalate this to our Mobile Escalations team to have them add the discount for you. Please send us a direct message with your full name and service address to get started on that request.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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user_81vezh
Visitor
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2 Messages
14 days ago
Just got off a long direct messaging session with support, and once again I was told that a ticket has been created and that they will “try to figure out” why I am being billed incorrectly and why the refunds I have been promised are not going through. This is unbelievable.
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