Visitor
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1 Message
Xfinity billing
I am writing to formally file a complaint regarding an ongoing issue involving my Xfinity internet and mobile services that has not been resolved, despite numerous attempts and communications with your customer service team.
In August 2024, I visited an Xfinity store to set up home internet service. At that time, the in-store representative offered me a promotional deal: home internet with a free mobile phone line for $45 per month. I agreed to this offer, and the representative provided a SIM card for the free phone line during that visit.
Initially, I did not use the SIM. Later, I gave it to my daughter and asked her to port her number from AT&T to the free line. However, instead of porting her number to the existing free line, Xfinity created a brand-new line and inexplicably canceled the original free line.
Since then, I have been dealing with persistent billing issues. I have contacted Xfinity multiple times, spoken to several representatives, and each time I was told the same thing—that the issue was understood, a support ticket was created, and it would be resolved. Unfortunately, nothing has been done. The bill continues to grow, and because of the unresolved balance, I am unable to cancel or make changes to the service.
Despite repeated efforts and even trying to escalate the matter, Xfinity has refused to take responsibility for the mishandling of my account. I have been incredibly patient, but this ongoing issue is both unjust and unacceptable.
If this issue is not resolved soon, I will have no choice but to escalate the matter externally by filing complaints with the FCC, BBB, and any other relevant consumer protection agencies.
I hope Xfinity will take this complaint seriously and finally bring a proper resolution to this matter.
XfinitySara
Official Employee
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1.7K Messages
14 days ago
Hello, @user_wa36kg! Thank you for taking the time to visit our Xfinity Community Forum and for posting these billing concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our Digital Care Team can do to help! You've come to the right place because we're awesome to work with. We'll always do whatever we can to review and resolve issues quickly, escalating if/when necessary to the proper team(s). Something like this will take a closer look, so could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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