Visitor
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10 Messages
offered a year of free Xfinity Mobile Unlimited service but charge
I am writing to express my extreme disappointment and frustration regarding an unauthorized charge for Xfinity Mobile Unlimited service on my account. On Oct 4, I switch my Internet service to a new plan and there was a promotion in green on the website saying that "Get a line of Xfinity Mobile Unlimited included for 1 year." I comfirmed the promotion with the Live Advisor named Alex and he helped me add a new line that as he said would be free for a year, and after 1 year would be $40.
However, after the first month, I have been received a bill for $44.11 for this service, despite the promotional offer.
I kindly request that you investigate this matter promptly and credit my account for the unauthorized charges. I expect a swift resolution to this issue.
I have attached a copy of the promotional offer for your reference.
Thank you for your immediate attention to this matter.
XfinityThomasC
Official Employee
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2.3K Messages
4 months ago
Hello, @user_d0f55d
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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xperiacompact123
8 Messages
4 months ago
Hi,
I also have the exact same issue.
Did you get a resolution for your case?
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user_iklgqw
2 Messages
3 months ago
This is happening to me as well! And no one will help. I have no proof that that promo existed because i didn’t have screenshots and they don’t send you any documents. Good to know I’m not crazy though!
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CeelaA
1 Message
3 months ago
Same thing is happening with my plan. It was supposed to be a flat rate of $80 but I keep getting random charges from $1-$3 for mobile. They said the first one was for activation but I’m still getting random threats to cut off my service over $1.80 due to Mobile, starting to think this is a scam
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Littlecreativep
7 Messages
3 months ago
Time to get the FCC involved. I'm filing a complaint because this happened to me. The rep called me a liar. This company is a scam. These customer service reps don't understand their own promotions. They need investigated and fined. Absolutely horrible. I ported my number over.
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user_vfnk23
1 Message
3 months ago
This same thing happened to me. Was offered a free year of mobile service if I switched but now being charged $78/month. Went back and forth with online chat and was told I need to go back to the xfinity store where I originally set up my service
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user_1qin7z
10 Messages
3 months ago
The exact same thing happened to me!
Still waiting for the reply from the CS team...
(edited)
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user_rbisej
1 Message
3 months ago
Same thing promised one year free to switch and I'm still being charged the amount of $40. What should be charged after the promotion ends
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user_cy7w02
2 Messages
1 month ago
The same thing happened to me as well. I signed up during the promo in November and after a detailed explanation of how the promo works. I have a copy of the detailed transcript of that conversation. I have been charged $35 for the internet and $95 for the cellular plan. The cellular plan is supposed to be "free." This is happening, and I am charged again. I also talked with an agent every month, but there was no resolution. It feels like those later agents (people/reps) do not understand their promotion! Is this a scam?
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user_ff9ea6
Visitor
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5 Messages
1 month ago
Did you get activation fee refunded as well when you ported out?
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user_m1dsux
1 Message
14 days ago
I got the promotion in December and only got charged a service instalation fee when i was promised it would be waved and im getting charged 70 for mobile service in February that should've been free for a whole year
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user_3lrprx
1 Message
11 days ago
Happening to me too. I signed up as part of a black friday promotion. Activating a wifi service $35 per month with an added unlimited line $0 for a year. I have all the receipts they are in my email. I will begin dealing with this tomorrow nice to know I am not the only one. Class action warranted if not resolved
(edited)
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user_cwghxz
1 Message
1 day ago
Alert: Scam Warning! One yer line promotion- Moving promotion with new I phone.
I was promised a one-year free line with a new phone, along with a moving promotion. However, I’ve just noticed that they’ve charged me. Whenever I try to reach an agent, they just keep passing me between the mobile, internet, and billing departments. Thankfully, I’ve kept a record of my communication with the agent, including the reference ID, as proof.
I spent the entire day trying to resolve this, and now I’m exhausted. The only option left is to share my experience on online forums and report this as a major scam to authority, especially since I see many others are falling into the same trap.
part of the chat.
Ry: Alright, so for the new phone, due monthly with your trade in credit will be $20.99/mo, the normal rate for the unlimited cell phone line is $40/mo, but you will get that free for the first year since you are moving so you just pay $2.65 in taxes per month for the unlimited line itself. This means that total for your phone payment and one unlimited cell phone line will be just $23.64/mo for the first year
Due today is the sales tax, down payment and first phone payment for your new phone, which means we will collect $216.99 today, this includes the first phone payment, and a $96 down payment towards the total cost of the phone
more promise!
Ry: Oh, it looks like if you wanted to do a new 12 month promotion with your internet, I can get you a $5/mo discount on your internet service as well if you like, and you can save an extra $8/mo if you change your autopay for your internet to your bank account instead of a credit card, so we can lower that bill for you a bit as well once we finish your cell phone line if you'd like, but let's get your phone finished up first
Ry: You should see the trade in info on that page, the credit is just not applied yet as we have not received the phone, and you will see the info for the free line on the next approval page that I send over. This plan is contract free so if anything isn't right you can always cancel, and I would recommend saving our chat as well in case there is any confusion
The $25 trade in credit will kick in as soon as we receive your trade in phone in the mail, the $40/mo free line credit kicks in as soon as you activate your new internet, both of which will be before your first mobile bill which will be 4 weeks after you activate your new phone, so you will see both promotions on your first bill
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user_3fy3b8
4 Messages
13 hours ago
Similar thing happened to me. Signed up for internet and the representative said I'd get 1-year of unlimited Xfinity mobile if I switched carriers. I agreed and I just got charged $63 for the mobile plan with more fees accumulating. I have contacted Xfinity, but I suspect there is some "exception" to the promotion that the representative didn't share and now myself and everyone have been scammed. I had no reason to switch carriers without this promotion. Extra frustrating since after I spoke with this Xfinity representative, they transferred me to someone else who just tried to upsell me things I absolutely did not need. They made it seem like it was a necessary part of the sign-up to speak with this representative, but it felt like there person wasn't even a member of Xfinity.
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