Formal complaint

On 2/5/25 I called Xfinity to increase my internet band width because my TV had a fuzzy picture.  THAT IS ALL I WANTED!!! I was sold a new plan with a “free” mobile phone instead.  I told the salesman I did not want or need another phone.  He said, that is okay you can just ???? and added the new phone and a $25 per month plan that I did not understand that I was getting.  I put my card information in the text that he sent thinking is was for a one-time fee.  He told me it did not go through and to do it again.  So, I did, and I was signed up for two lines, got two phones in the mail, and two $25 per month fees.

I called and could not talk to anyone but a bot and when I finally was transferred to a person, I explained what had happened and they promised me a refund and said they had cancelled one of the lines and they would send me a label by email to return the phone.  The email never came. No refund.

I called them back, got the bot, finally got a person. This went on for days.  I asked them to please send a label to return both phones. They said they would, but it would take 24 hours for the label to come through to my email.  The label never came.

At some point, I was told that I had to cancel the phones myself and then the charges would stop, and my plan would be cancelled.  I was unable to do so.  Every time I tried, I received an error message.

This repeat calling has happened at least 4 times. I even went to a store and they told me I had to have a label sent to me and I could not leave the phones with them.  Finally, when I talked to a representative on the phone again, they started telling me to take the phones to a store.  This is a nightmare!

Each person would promise a label, a refund of my money, and a new plan without the phones.  They even told me that one phone had already been returned.  Crazy stuff.   It has been over two months and I have not received a label, the two phones are still on my plan and I am still getting charged for two mobile phone lines I have never activated.

Mark & Charlotte [Edited: "Personal Information"]

The concerns are not "Community Center" help related............ Topics moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Thank you for reaching out to us @user_5zl47r! You’ve reached the right team to get this line addressed. I see you’ve also sent us a direct message. Please be reminded that sending unsolicited Direct Messages to Xfinity Support or an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you wait to be invited to send us a Direct Message. We will be responding to the Direct Message soon.