1 Message
[Edited]! Xfinity Mobile Forced me to Pay for a Phone I Do Not Need
I have been an Xfinity's customer since Sep. 2021 for the internet service. In Sep. 2023, my internet bill increased $20/mo. and I reached out to customer service to figure out a possible solution. The customer service suggested me enroll in mobile plan, in which I will get a FREE PHONE, free monthly plan, and additional 30USD discount for my internet plan. I was not notified any information about 14-day return policy.
One month passed. Discount for internet bill (Oct. 2023) did not pop up. I reached out to customer service again and they said I need to activate the phone. I brought my phone to a local Xfinity store (106 Main St, Weymouth, MA 02188). The agent kindly change a phone number for me, saying using the number generated via Google Voice is problematic. The store did not take the FREE PHONE as return, claiming it has passed 14-day return window, regardless of brand new phone packaged in the original box with sticker on. Meantime, the phone payment is recurring, a total of $200.
Ever since I was trapped in this non-ending ball-kicking game. The local store advised me to online customer service, while the online agent said only local store can take care of this. People kept convincing me keeping the phone, even though I made it clear at front that I do not need this phone at all. Now all of them kept saying I missed the 14-day return policy and over a month, while I have made many attempts over the past 3 weeks. How come a brand new phone was not accepted as return? Everyone said they were sorry after reading the transcript but still no one found a solution.
Lastly, I am really disappointed and frustrated on what Xfinity did to a loyal customer like me. This experience with mobile plan made me have no other option but to terminate all services I have with Xfinity.
XfinityRyanE
Official Employee
•
1.1K Messages
1 year ago
Hello @970532Candy, thank you for reaching out to share your experience. This is never the impression we wish for a customer to have, and our team is here to help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "direct messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Please let me know if you have any questions or run into any problems.
1
0
user_24ac3h
1 Message
11 months ago
I agree, they promise good things [Edited: "Language"/"Inflammatory"]. They sent us an old scratched up used sticky router that has gotten worse and worse and I was not even able to be on wi-fi at home and use the help app nor the internet on my computer, every other page kept re-setting. They also sent us a third phone which we did NOT order and we had to screw around returning it and waiting for a refund! WARNING TO ALL WHO GOOGLE XFINITY MOBILE: [Edited: "Inflammatory"], it [Edited: "Language"]. phone keeps saying "your internet connection reconnected" "internet dropped". I finally get a hold of a person there and they say there's "a filter on your internet". well why is your service to bad that you never told me that?
We are very sorry we switched to Xfinity mobile and they forced us to get their internet just to get the phones, then they bill separate! They are obviously doing that to use YOUR ROUTER for their phone calls OF OTHER PEOPLE to save them money!
I forgot to add- every time now, and this never happened with ATT, every time I text a picture to someone and I'm away from home it always says "trouble sending, tap here". Same phone I was using with ATT, no excuses, XFINITY [Edited: "Language"].
(edited)
0
0
user_nc5fbx
12 Messages
9 months ago
I was tricked into services that I don't want and I want to cancel them before I get them. I was tricked into getting two "free" phones, targeted by your staff in fact. I do not neither want nor need any more phones. The Xfinity Mobile staff sought me out calling me with a promotion that I know now was a trick. I realized it yesterday after seeing that I would be charged for services I do not want. The timeline is I received an unsolicited phone call from Xfinity on Sunday, February 11th, 2024. Then again on February 12th, 2024, targeting ME specifically with a promotion for Valentine's Day. I indicated I wasn't interested after some pushing from their end. They then called me back (unsolicited) and indicated I would also get $100 so I caved. Now I realize this was a trick to get me to sign up for products and services I not only do not want nor need but cannot justify as part of my budget as a senior citizen. I need help cancelling these phones before I receive them and cancelling the lines before it costs me or I am charged for any of it. The phones have not arrived.
2
0
user_nc5fbx
12 Messages
9 months ago
you realize you are referring me to the same phone number and staff that targeted me. I need a number this is supervisory to escalate
3
user_vy9591
1 Message
6 months ago
I had the same issues. Told them I didn't need a phone because I'm with T-Mobile after going back and forth for 2 hours they said the bill would go down once I got the phone. Told them again I don't need the phone because I would be paying 2 phone bills
0
0
user_jon1
3 Messages
6 months ago
Did you actually get the free phone service? Your message is from November 2023. It is May 2024 and I was offered the same thing and they were trying to push the phone on me as well. I insisted I don't need the phone and did not get the phone...the problem is the "Free 1 year phone service" was fake. After I transfered my line I relized (a) They had charged me the activation fee $25 TWICE and (b) They changed their story saying that the phone service is not free, but $40 PER MONTH, not free as advertised. My biggest problem is not the incessant scams and lies but the 4 days of my time wasted in transferring my number from AT&T, finding out I have been scammed by Xfinity and then having to transfer my number out again with no refund for the activation fees! All of the employees at Xfinity know about this scam because they are doing it dozens of times per day...they play dumb after you confront them about the scam.
I just switched out to another carrier after spending over 20 hours on the phone, 4 days wasted, and missing calls and texts because of repeatedly activating and transferring my number over and over to get away form Xfinity ASAP. Avoid.
1
0