Billing Nightmare

Hi, I'm coming here out of sheer desperation, as I've been dealing with this issue since June. I've filed two FCC complaints and there just isn't any movement on the issue, so I'm hoping that by coming here I can get ahold of someone who can resolve the issue or at least get the ball rolling. If nothing else I'll at least have the saga organized for when I have to escalate it to a more formal complaint, I guess?

I signed up for Xfinity mobile in February 2024. I purchased 2 Samsung S24+ devices, one in Cobalt Violet, the other in Yellow. The one that was supposed to be yellow was sent as a second cobalt violet in a smaller storage size by accident but that was rectified with an exchange and is probably not relevant to the billing situation, but I am including it nonetheless for the sake of disclosure. Everything was fine, and I even purchased two Galaxy Watch 6s to pair with each device as I was fairly happy with the service and was enjoying having my phone and internet and all that balled into one company. It was a good deal as well, because at the time these phones were on preorder and since I ordered them before release I was eligible for a promotion that would give me a monthly credit of $20.84 over the course of the 24 month repayment plan.

Unfortunately the real nightmare began June 1 2024. I received the email that my billing statement was ready and that the bill was over 900 dollars. After 3 hours on the phone with customer service I found out that it was because a glitch in the system had caused me to be charged the entirety of the remaining balance for the yellow Samsung S24+. I was reassured it was being taken care of, and they reinstated my payment plan along with my promotional credit. The next month rolls around and my bill is $46.66 more than I am expecting, so I look into it and I see that the yellow device now has two device payments on it. That's right, they reinstated my payment plan, but they also added another one on top of it. I then call again and am told that it will be resolved. It was not resolved. I spent every month until September calling to get the double charge reversed on my statement. I have spoken to countless chat agents, customer service representatives, managers, and no one is able to fix this issue. 

In September 2024, I called and finally got someone who discovered that there was an entire second payment plan on the device. I was given a credit for the entire amount of one of the payment plans, but found out soon after that it was the payment plan that included my promotional credit, so my promotion was canceled. I filed an FCC complaint at this point, and the customer relations representative told me that the supervisor had credited me the entire amount for the device, that it was totally paid off, and that it was no longer my responsibility. I told her that I did not believe this to be the case and explained what happened during the call at length, but she was adamant that the device was paid off. I told her that it would be fabulous if that were true, but that if it were not that I would be filing another complaint. 

Sure enough, when October 1st 2024 rolled around, I found that my bill was $46.66 more than the customer relations expert had told me it would be. In addition, my yellow S24+ now had 18 payments remaining on it, whereas the cobalt violet device had 15 remaining. These devices were both purchased on the same day under the same promotion. This leads me to believe that when my payment plan was reinstated following the glitch that caused me to be charged the full amount of the yellow device that an entire new payment plan was created and dated for that day in June 2024, adding 3 months to the span of my payment plan. The system now believes my phone was purchased in June 2024 instead of February 2024 and I am being billed accordingly. 

I have filed another FCC complaint as of Oct 1, but no one has reached out to me yet. Additionally, I have attempted to get ahold of the customer relations expert who called me in regards to the first one, but she is not returning my calls. I was left with no recourse but to call the customer service line once again, and was put in touch with a supervisor who swore that my promotion and original payment plan would be reinstated and that she had done it personally, but that has not been reflected on my bill and the device still shows as having 18 payments remaining instead of the 15 payments that it should.

I am here because I am honestly desperate. I have much better things to do than to be calling Xfinity Mobile 6 times a month for durations spanning anywhere from 2-8 hours just to get my bill to the amount it should be at. I have gotten a few credits for my trouble, but I have wasted around 80 hours on this if I had to make an educated estimate and $2-300 in credits isn't really an adequate replacement for my time. I would love it if someone here could resolve this issue, but I'm honestly losing hope that it's ever going to get fixed. At this point I wish I could send all these devices back and walk away, but it would cost me thousands to do so, so I'm stuck either laying down and taking the overcharges or wasting my time every month trying in vain to get a permanent fix for this. All I know is that the very second my devices are paid off I'm running, not walking, to a different service provider. This is the worst service I have ever encountered in my life, and I've been through some doozies.