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user_mapwq8
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Thursday, May 28th, 2026 9:29 PM

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

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3 days ago

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XfinityKam

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259 Messages

27 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

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23 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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user_mapwq8

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Please note that why I continuously called on this issue for two weeks. My Xfinity cable was cut off because I have not been able to make money in my full-time job driving Uber. I tried to get the iPhone 13 activated but Xfinity has it listed as lost or stolen and I don’t know why so I have been out of work because I can’t afford $1000 home cables off. I just restore my gas. This is called. It caused a major issue. The phones have been off since May 14 and I can’t afford a mother payment on something else

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23 days ago

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user_mapwq8

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Reinstate the account treated as you did my daughters account a year ago and finance it which which is what should’ve been done at first, and we’re back to square one. I need my old phone number. No one’s been able to contact me. I don’t know what else to do my daughter went to prom get out of cell phone, which caused a bunch of confusion in the area of picking her up. This has got to be Rez

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23 days ago

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user_mapwq8

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Lastly…if I chose to finance my phone why was would xfinity  finance half of the phone and bill the other half in a lump sum in the third month?

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23 days ago

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XfinityBenjaminM

Official Employee

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3.1K Messages

 

user_mapwq8 You've covered quite a lot within your replies. We'll do our best to address the things you mentioned. If your account is in collections, you would need to speak to our Xfinity Mobile Team directly at (888) 936-4968. They can give you a rundown of what is needed to be taken out of collections and initiate a research request if you feel there has been an error made. Regarding the lost/stole iPhone, this is also something our XM Team needs to investigate for you. These devices are rarely ever designated as that, so you certainly need to find out why. 

Xfinity does not finance devices to that effect; what we do is we have a Device Payment Plan, and normally over 36-months you are making monthly payments on the new device. If you choose to pay the phone off early, you can do that, but you may lose an added discount (if applicable). 

 

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21 days ago

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user_mapwq8

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It took me a while to consult with my Attorney over this issue, however when I reached outto this forum, I thought I was reaching an wmescalation point that would get involved and make this right. For you to refer me back to the same people I have been trying to get to the last month is just unbelievable in the last month since May 14th as I started out explaining to you guys I am in Uber driver who works through his phone my lights have been off my cable has been off my phones are off my gas has been off because you have taken my ability to make income away from me with no notice with nothing in writing to say we're going to disconnect your services for a situation that I pointed out to you guys back in January no one has corrected it so with everything you have cost me you have left me no twice that per my attorney I am getting Xfinity mobile 5 days to restore my service that was disconnected on May 14th to release the hold you have on a phone that I fully paid off to correct my building that I chose when I purchase my iPhone 16 which was to interview 36 month payment plan you cannot bill half of the iPhone 16 and the payment plan as you call it and Bill the other half in a lump sum that makes no sense no one has been able to make it make sense to me I asked for it to be corrected for 4 months you start a chart you never sent me anything send your account is going to be disconnected because of this money on May 14th which is my due date you guys tried to take care of take out $2,300 out of my account or $1,300 out of my account which is unauthorized where I have been told in January February March at the $750 that you disconnected my account for was going to be removed because no one can figure it out figure out what it was for again I don't have a problem paying for the phone I have bought at least four phones from Xfinity mobile over the last 8 years does it make sense to anybody that I would just decide not to pay this one my account needs to be corrected in 5 days you guys need to work this out and internally and bring that account out of elections restart those phone numbers clear my account remove the $2,400 bill give me back to my monthly bill of $180 or because of the because of the problems you have caused me this is going to be a lot more this is per my attorney you have 5 days my name is Benny [Edited: "Personal Information"] you can contact me at [Edited: "Personal Information"] it is very important that you understand that the next communication that you hear from me is going to be from my attorney and I am not going to let this go I have been a customer for a long period of time and you guys just dish me and now you've disconnected my my cable service so I don't know how this all came about but the next communication to hear from me will be from an attorney and all this broke down and what we're going to do about it

(edited)

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5 days ago

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