billing

Thank you for your reply. Well, this is a long story.

I am charged $35 for the 3GB by the gig plan. I had a chat with your agent on August 9, discussing the possibility of purchasing a new phone. Nothing seemed to suit me, and I was about to end the chat. Your agent told me that an arrangement could be made to meet my needs. In summary, I could have an iPhone 16e and a new number, and $20 monthly for the 3GB by the gig plan. After clarifying with the agent multiple times that the $20 monthly fee was indeed for 3GB, I took the offer. A few days later, after noticing that I was charged $35 for the 3GB by the gig plan, I contacted your customer service team. I was told that it should be $35. I am not disputing what the correct price is. I am simply asking Xfinity Mobile to honor what your agent offered. This proves to be an extremely frustrating experience. All your agents did was to repeat to me what the correct price should be, without addressing the handiwork done by their colleague.

I would not have entered the contract with Xfinity Mobile if the 3GB by the gig plan were $35 per month. Your team advised that I could return the phone. This is not a good option as I've set up the phone already. I've spent so much time on this issue. I feel that I am not being treated fairly by your company.

A ticket was raised on Aug 13. I was informed that I would be contacted via email within 24 hours, 48 hours, etc. Nothing happened. I contacted the customer service team again on September 19. During the chat, I was assured by the agent that this case would be taken care of as a top priority, and the correction of my bill would be updated on my account as promised: 3 lines at $20 for 3 gig. The correction would be for 24 months i.e. the term of the contract. (Note: The agent gave me these promises after talking to the supervisor.) In the meantime, the agent asked me to wait for the credit (to my existing bill). I was advised that their team would contact me with a confirmation of the credit within the next 24 hours. Up to now, I have received ZERO email from Xfinity Mobile on this topic. No credit has been made to my September bill, where the auto-payment is scheduled to take place on October 6. The bill covering Sep/Oct (where the payment will occur in Nov) still shows the $35 monthly charge. Apparently, nothing has been done to rectify the error.

Please help. Should you require the ticket number, please let me know. Many thanks.

@user_jmevh7 Sorry to hear about the trouble with your Xfinity Mobile billing. We'll have to look into this for you. Please send us a Direct Message with your full name and complete service address. We look forward to hearing from you.

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