1 Message
billing error - cannot reach a person no matter what I do! This is unacceptable.
Over a year ago, an xfinity agent over the phone forced me to get a mobile xfinity account. This person would not assist me with my home internet until I said YES to the mobile phone. When the phone arrived, I didn't even open it and I contacted support to send it back. It was returned on Feb 2 2024, as shown in my account. However, I continued to get billed for this phone that I never wanted. I reached out SEVERAL times to support and was always assured the charges would be removed, but they were not. Now a year later, I have been sent to collections over a phone I never wanted and charges that should not have been on my account in the first place. Xfinity customer service cannot help me, as I have chatted with them several times. The account is locked and the charges shown are now well over $200. No one can assist. I was given a phone number by chat of [Edit: Contact information] for the collections team. I was assured in chat (yes I have the transcript) that this number would be the team that could assist with removing the erroneous charges. But when I call that number, I am sent to an automated robot and cannot connect with a person. There is no solution. I need assistance before I start contacting the media and attorneys. My credit will not be ruined by your mistake. I have several properties with xfinity accounts and I will certainly drop all service if this is not corrected. I need a contact phone number for an actual LIVE PERSON who has the capability to correct this error on my bill and close my mobile account.
XfinityBradM
Official Employee
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776 Messages
13 hours ago
@user_muqahn Thank you for reaching out and sorry to read about your experience attempting to get the Xfinity Mobile charge removed after the phone was returned. Charges are never forced upon customers and ultimately have to be approved through the customer before the order will be processed. In the future, if you do not feel comfortable moving forward with the offer presented by the representative you can request to speak with their leader and report their behavior. We never want our customers to feel pressured into other services when reaching out for issues with their current service.
Please also note that sending unsolicited direct messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads up for future reference, but I look forward to further assisting you in the DM you have already sent. We will continue the interaction there.
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