3 Messages
Long term harrassment - Mobile Replacement
Hi All - I have been struggling with Xfinity since Oct, 2024 (Platanium Member, 10+ years with Xfinity). I ordered a new phone and it was damaged on arrival and I continued to report this through various channels (Xfinity Chat, Phone and Store Visit) but to no avail. Everytime, I used to chat with Xfinity folks, they all promised me that my issue has been resolved but that wasn't the case really.
Late in Oct-Nov'2024, I got in touch with someone through Phone support and they ordered a new phone and requested me to return damaged phone and confirmed me that I am not responsible for the damaged phone. To my surprise, within a month, Xfinity posted a $358.33 charges without my consent, when I called them again they said, it was just a hold and it will be refunded to me within a monthly billing cycle. I continued to follow up with them but again to no avail.
For last 3+ months, I have been following up to an extent where couple of Xfrinity Chat folks confirmed me that Xfinity returned that amount but it didn't really happen. Now Xfinity is sending emails to suspend/disconnect my services and I am really feeling helpless about what to do.
XfinityAdrienne
Official Employee
•
1.2K Messages
2 months ago
Hey there, user_kz3qfu! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with the Xfinity Mobile device, and getting the billing all corrected with the damaged device. We can certainly dive into the account with you, and share any details on the next steps to getting this resolved. Can you please send us a DM to get started?
Please send us a DM with your full name and address to Xfinity Support.
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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
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