Billing Error: Charges Applied to Free Line Included with Xfinity Internet

I’m a new Xfinity mobile user. I set up Xfinity Internet, which includes a free mobile line connection. When I brought my device, I received a $10 discount and a free mobile line. However, my current statement shows a balance of $63.71, which is significantly higher than the $25 that was quoted by Xfinity. I have both a receipt and an order confirmation page that clearly state that there were no additional charges for the mobile service other than the $25 one-time activation fee. After several hours of trying to resolve this issue with Xfinity’s Chat support, they deducted $30 and reduced the balance to $33.71. This is particularly frustrating because Xfinity had promised that my mobile line would be free for a year. It’s unclear why they are charging me and making it difficult for us to get what we were promised.

Responses

XfinityRichard

Official Employee

•

1.6K Messages

3 months ago

Hi there! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. Oh no, I'm very sorry for the trouble you are having with your Xfinity Mobile account. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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Billing Error: Charges Applied to Free Line Included with Xfinity Internet

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