Visitor
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2 Messages
Request to Remove Canada and Mexico Unlimited Plan
Dear Xfinity Customer Service,
I kindly request the removal of the Canada and Mexico unlimited plan from my phone line. This plan was mistakenly added by an associate at a Comcast corporate store and has been on my account for over four months, resulting in a monthly charge of $5.
Last month, I visited the Comcast corporate store, where another associate assured me that the plan had been removed. However, the plan remains active on my account.
I have spent over three hours communicating with different Xfinity Mobile customer service representatives regarding this issue, without resolution.
Thank you for your prompt attention to this matter. Please confirm once the plan has been removed.
user_lzf
Visitor
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2 Messages
2 days ago
The associate was able to add a plan to my phone line without my knowledge very easily. However, removing the plan has proven to be extremely difficult. There is no option available for customers to remove it themselves. Even a customer service representative at the Comcast corporate store spent over half an hour trying unsuccessfully to remove it.
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XfinityPaula
Official Employee
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1.7K Messages
7 hours ago
Good morning user_lzf. Thank you so for reaching out to us for help with this plan on the mobile account. I'm sorry that the plan was added and that we have not been able to remove the plan. I love when I can control the options on my account easily online and on my own, but there are some changes within our systems that require an agent like myself to help out. You are with the right team for help. To make sure I understand the issue fully, did you have our by the gig data plan before the unlimited plan was added to your mobile account?
It will be my pleasure to dig into the change and help get back your previous service. Please send us a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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