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user_ieu956
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Visitor

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3 Messages

Thursday, January 22nd, 2026 7:30 PM

Hidden charges

A few months ago, I received a promotion from Xfinity. A representative called and explained that it included a free mobile device and two years of free service. However, after a few days, I started seeing charges for the mobile service. I requested to cancel the service, and then I noticed charges for the device as well.

This felt like services were sold without clear or honest communication. It has been extremely frustrating and disappointing. I even contacted customer service, and the only resolution offered was a $10 discount.

My takeaway: don’t trust verbal promises. Read the contract very carefully. They rush to close the sale in a few minutes and do not clearly explain all the charges you may end up paying.

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3 days ago

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XfinityDemitrius

Official Employee

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2.4K Messages

10 days ago

Hey @user_ieu956, Thank you for visiting our official Xfinity Forums Community support page. If there happens to be anything we could assist you with regarding the Xfinity products and services. Please let us know. We are always happy to help. Before any changes can be made towards the account, there is a customer approval process that should be followed to review all charges, changes, and acceptance. 

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user_ieu956

Visitor

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3 Messages

@XfinityDemitrius​

Thanks for your prompt response. Yes the approval process was that there was a call with Xfinity representative and the communication was that there will be no additional charge , forms submitted to me  ( it was verbally communicated that it will be free) , once i signed that , i started getting charges (like activation fee, device charge, service charge) - Like i said, my mistake to trust without reading the agreement . To be more specific on the date , it happened on 6th Aug 2025.

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3 days ago

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XfinitySeth

Official Employee

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797 Messages

I appreciate the clarification. It's never our intention to mislead or misrepresent any agreements you're presented with, and your feedback means the world to us! Please let us know if there are any additional questions you have or information you need. We're always here for you in this community 👍

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3 days ago

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user_ieu956

Visitor

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3 Messages

@XfinitySeth​ Thanks for your response. This was just awareness for Xfinity userrs not to accept offers whithout reading the agreement and also for Xfinity to improve their communication towards it's customers. It's not ok to have these type of communications without providing enough details.

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3 days ago

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XfinityDilary

Official Employee

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3K Messages

Thank you, user_ieu956! We appreciate your feedback! 

 

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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3 days ago

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