Visitor
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5 Messages
Account disconnected due to xfinity mobile error
Xfi ty mobile offered a trade in 2025 to update iPhone 16. If I was to trade it in I would get 750 off the cost of the phone and if not I would pay the full price of the phone. I clearly was financing. Since I did not return my iPhone 13, which was til Jan 2026, they charged my account 794.00 but as a lump sum. I was told since Jan 2026 til May 2026 that it was going to be corrected. On May 14th they attempted to charge my account 1300 when my monthly payment was 180 and disconnected my account and sent it to collections on my due date. This charge was supposed be absorbed in my financing as the did my daughter iPhone 16 in Jan 2025. I work for uber full time and have not been able to work for 14 days as it requires my phone. This is an example of what should have happened
XfinityKam
Official Employee
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222 Messages
7 days ago
Hello @user_mapwq8 Thank you for outlining what happened I understand your concerns around the charges, financing, and service interruption. Based on your description, there appears to be a discrepancy between the trade‑in expectations and how the device balance and billing were applied to the account. This will require a full review of the device agreement, trade‑in status, and billing activity to clarify exactly how the charges were assessed. To take a closer look and address this properly.
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user_mapwq8
Visitor
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5 Messages
3 days ago
Mo my question or issue has been resolved. I have spoken to the billing team on multiple occsssions and all as greed this was billed incorrectly and all have status that they do not have the authority to bring the account out of collections. All agreed that it should be out of collection and building the financing. The matter still hasn’t been resolved all advised me to reach out to corporate or disputed with collections. I really really need my account back in good. I asked several times at the beginning of 2026 for that charge to be removed and absorbed in the finance I was told on multiple occasions that it was going to, but it never happened. I was allowed to make my regular payment on January May and on May 14 for some reason they tried to charge the account and disconnected my account account needs to be reinstated immediately in addition, I still have the iPhone 13 that I did not trade in and it was listed as lost or stolen in 2023 while I use the phone until 2025. I never had it lost when I asked for that to be removed on the phone I was told that that status could not be removed because I have that balance was disconnected. The phone is paid for it does not belong anymore anymore. It has an incorrect status and I cannot understand why they would not remove that status, but I can at least try to get another phone working. This has got to be corrected. I do not have my phone number that I’ve had for 20 years and my daughter doesn’t have her as well I need those numbers back please
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