Visitor
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1 Message
Xfinity Mobile Bill for an Unactivated, Complimentary Service
When I was signing up for my Xfinity internet connection, was informed that my internet plan included a 12-month complimentary phone service. However, since I did not need an additional line, I chose not to activate or use this service. Despite that, Xfinity activated the phone service without my consent and continued charging me for this complimentary service.
I reached out to Customer Care on October 29, 2025, and I was told that the service has been cancelled and I will be refunded the full billed amount. However, I received an email from Xfinity on 11/09/2025 with a new bill.
I reached out to the customer service, and they refused to provide any help. I talked to Saul (8C57), and he said it is my fault for not checking my bank account, and he can not offer me any help, and suggested to take the loss.
This seems unfair of Xfinity not to value the customers and charge them for a service that they never signed up for.
I am seeking a proper resolution for this.
Thank you for your attention to this matter.
XfinityQuemekia
Official Employee
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738 Messages
17 days ago
I am genuinely sorry to hear about the ongoing frustration and the significant inconvenience regarding the phone service that was added to your account without your consent @user_e6k1gg. I apologize for the dismissive and unhelpful interaction you described with the previous representative. You have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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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