XFINITY Mobile Customer Service Issues

I had an unfortunate experience with Metro PCS starting on 11.23.[redacted] after being a customer for 4 years and switching over to Xfinity. The transition was not smooth, and I quickly ended up with a phone with limited options and a new number instead of them helping me port my old one. After weeks of trying, Metro PCS refused to provide my porting information to Xfinity. Despite getting a new Samsung S22, I dropped it after only a couple of weeks and realized Xfinity hadn't applied my insurance. To make matters worse, they also charged my card without authorization within a month. I've been misled multiple times with false promises, leading me to take legal action against both Xfinity and Metro PCS, armed with substantial evidence. As of now, my phone isn't working, and my billing amount keeps rising, leaving me frustrated.

I need assistance from a live agent as my monthly balance inexplicably increased from $70 to $[redacted], with a current owed amount of $[redacted]. I have been attempting to connect with a live agent for three days as the chat option is not helpful for my situation. Email responses and chat features are not what I require; speaking with a live agent over the phone is necessary. How can I reach a live agent through a phone call?

I am currently subscribed to Internet Essentials at the rate of $9.95 per month. I have consistently made my payments on time, including the last one for the previous month. However, I have been notified that I now owe $[redacted], which seems incorrect. I am requesting the refunded amount to be credited back to my Direct Express card. If this issue is not resolved, I will escalate it legally. My name is Tracy H., contacting from my neighbor's phone at [redacted] 41st Apt 20, Bellaire, Ohio, [redacted]. My date of birth is December 20, [redacted]. My Direct Express card details are on file with your company. Please ensure the refund is processed promptly to avoid further legal action.

My device won't activate. It was received on the 9th of March, but on the 15th, it's still not active. Although the other phone on my account is activated, this new phone won't activate my number. I've spoken to roughly 12 different people about this issue. My wife and I have spent around 9 hours on the phone trying to resolve this, but no progress has been made. If it doesn't activate by this morning, we may have no choice but to seek out another service provider for a working phone. We've been loyal customers for many years, but this experience is very frustrating.

A few months back, I exchanged a faulty Moto G for an upgraded Samsung S23 phone but wasn't informed about the new billing details. I'm unsure about the actual cost of the phone upgrade and the remaining payments as I'm now getting confusing billing statements without proper clarifications. For instance, on Feb. 26, I was charged $[redacted].47 for the phone, an unspecified upgrade fee, and sales tax. Could you explain this upgrade fee to me? Then on Mar 25, I was billed $46.28, which is slightly higher than the April billing. Finally, on Apr 25, I was charged $42.50, which seems more reasonable.

Subject: Request for Manual Refund To [redacted], Xfinity Account Number: [redacted] Last 4 Digits of Credit Card on File: [redacted] (inactive card) Xfinity Mobile Number: [redacted][redacted] Vicki Luster [redacted] Grady Smith Road Loganville, GA [redacted] Balance: $[redacted].99 Active Xfinity Customer Last April, I signed up for the Xfinity mobile plan but faced issues activating the service due to a locked phone. After numerous failed attempts, I returned the phone in May. Despite proving that the phone was never used or damaged, my refund has not been processed after multiple follow-ups. I reached out to Xfinity support, and a supervisor assured me of a refund within [redacted] days. However, when I inquired after the said period, another associate claimed it was too late for a credit card refund and advised me to visit a store for a manual refund. I have been a loyal Xfinity customer for over 14 years, but this experience has been disappointing. I seek a resolution to this matter without further delays or redirects. Kindly address this issue promptly as it has caused financial strain. Thank you, Vicki Luster

I have been struggling to activate this device since I received it more than a week ago. I have already provided all the necessary information from my previous carrier to complete the number porting process, but I am still unable to use my phone. After spending the last 4 hours on the phone with your customer service, I keep getting disconnected without any resolution. The representatives promised to call me back but have failed to do so. This situation is incredibly frustrating. Could you please connect me with a manager or supervisor? Your assistance would be highly valued.

My Xfinity mobile number, [redacted], has been compromised. Someone has hacked into our Xfinity account and is now using my phone number as their active line. This intrusion has led to unauthorized access to my accounts like Gmail, Facebook, and Samsung. The individual appears to have used an Xfinity service to associate my number with their devices. I urgently require assistance to address this alarming situation and prevent further misuse of my phone number, as this is negatively impacting my life.

It has been a lengthy process that started a year ago when I moved to a new location at the same address. Initially, a technician informed me that service was not available, yet I continued to receive bills for months without any service. After a phone call with another technician who offered to set up service for $70, and included a mobile phone for an extra $15 per month, another technician later stated that they could not provide service at my location. Subsequently, I received the phone in the mail, discovered it was locked, but later found out it worked. Unexpectedly, Xfinity contacted me to pay a past-due cable bill, which I paid using my credit card. However, I was surprised to see multiple charges amounting to $[redacted] withdrawn from my account, causing an overdraft. After investigating with my bank, I discovered several charges, with two for $65, one for $[redacted], and one for $[redacted]. Despite attempting to contact Xfinity support, I received no resolution as their provided number led to collections. I need assistance in resolving the past-due balance, having the excess funds returned promptly, and potentially discontinuing the phone service. My contact number is [redacted].

Before switching to Xfinity for mobile service, I verified with Xfinity using my iPhone 14's IMEI that it was compatible. However, during the activation process, the online tool now indicates it is not compatible. This is concerning as I switched based on the initial information. I need clarification without any new sales pitches. I recently upgraded my phone and am not looking to spend more money or lose my current phone number. I would appreciate a resolution based on the previous assurance given to me.

I currently have a zero for recommended charges due to multiple charges on my mobile service that I transferred a few months ago. About two months back, there was an oversight by someone in canceling the service, leading to continued charges. I have been a loyal customer for over seven years and also have internet service through Comcast. The ongoing confusion and payments for the canceled mobile service are making me consider canceling altogether. Despite having the situation explained to me multiple times, I was previously informed that the payment before the last one was supposed to be my final bill.

On March 6th, XFINITY Mobile charged me $57.39. I have been trying to resolve this for nearly three months. I spoke with Joel #[redacted], who escalated the issue and did a three-way call to address it. I was told a credit would be issued within 7-10 business days, but it has not shown up. I did not authorize the opening of this account and did not want it, yet my card was charged through my internet account. I am now considering seeking legal assistance to recover my funds.

Hello, my name is Nelson Griffin. I need to speak with an agent regarding my recent switch from Boost Mobile to Xfinity Mobile. Previously, I paid my bill on the 6th of each month. However, after switching, my bill due date shifted to the 16th, and they now automatically charge my card on the 6th. This caused my phone to be disconnected on the 6th due to the automatic payment conflicting with the new bill date. I would appreciate speaking to an agent to clarify the correct automatic payment date for my bill.

In March, we canceled our Xfinity Mobile account, but charges have persisted. After being billed in April, a credit was issued, yet we are once again charged for May. Attempts to reach a representative have been fruitless as all calls are automated, and the chat feature is unhelpful. Originally, we were promptly assisted by a person during sign-up, contrasting with the current situation. Despite Xfinity Mobile claiming they cannot refund for nonusage, the problem lies in the account closure back in March. It's frustrating to be continuously charged for a service we no longer use. We request a refund for the May charge and to cease the monthly charges moving forward.

On April 12, [redacted], I lost all my belongings in a flood. After finally moving back into my rental, I contacted Xfinity using a phone provided by a friend to request a replacement modem and phone. Xfinity replaced my modem for free and transferred me to their mobile department, where I was informed that my device would also be replaced for free. While discussing my account with a representative, I learned I had an outstanding balance that was divided into three payments. Due to a system issue, the payment didn't process immediately, but the representative assured me to wait 24 hours for it to clear. Recently, after following up, I was informed that I cannot receive a new device until the past due balance is paid off in three installments by July 30th. I am eager to have my device replaced as promised by the representative I spoke to on Monday.

When I departed for my European vacation at the end of April, I specifically requested the $10.00 per day international calling plan to avoid high bills. A helpful young representative, possibly named Billy, assisted me with this request. However, upon returning home, I was shocked to find a bill exceeding $[redacted]. It seems that I was not enrolled in the desired plan. I recently switched to Xfinity Mobile for TV, internet, and home security services, and I hope that the company can assist me in rectifying this issue to avoid returning to Verizon.

I was approved for ACP on 3/16 and utilized it for internet services. During enrollment, I accepted a special promotional offer for two lines of mobile service at $15/mo per line, with two free Google Pixel 6a phones. I relocated from Apt E219 to Apt N103 in the same complex on 4/1 with no change in address notified to me. This led to my disenrollment from ACP without my knowledge. After realizing this when I received excessive bills and made automatic payments, I sorted it out, and my internet is now back to $0 with credits for the overpaid amounts. However, my mobile service promotion and free phones have not been reinstated yet. I kindly request the correction of this, as well as refunds or credits for past overcharges and the upcoming automatic payment on 6/11. Thank you, Paul S. Email: [redacted]

Hello, I am Race Anderson. My contact information is as follows: Account number: [redacted], Address: [redacted] Jones St. Apt. [redacted], San Francisco, CA [redacted]. The last four digits of the card on file are: [redacted]. Currently, I have 2 lines of service, one for myself and one for my boyfriend, William Kenneth Watson. About a week ago, we went to the Xfinity Mobile store to set up William with his own account. The employee said it would take 3 days, but it's been a week. William now has his own account number (Acct #: [redacted]), but no further progress has been made. I have paid off his device, and he wishes to keep his current phone number ([redacted]). William wants to manage his account and pay his own phone bill independently. We are both retired and disabled and would appreciate assistance. Thank you for your time, Race Anderson PS. The ticket number provided by the Xfinity store employee is difficult to read but appears to be: EEM[redacted].

My name is Charlene Welch from [redacted] Pope Canyon Rd., Saint Helena, CA. I have been receiving unwanted phone calls and text messages from Xfinity for the past 6 weeks, despite not being a customer. This number, [redacted], was assigned to me by Verizon last month. I have explained this situation twice on the phone, but the calls have not stopped. I believe the previous owner of the number might owe Xfinity money, but I am not that person. Today, I reported this harassment to the Public Utilities Commission and the Attorney General's office, and I have filed a formal complaint against Xfinity for their continuous calls and messages. I kindly request Xfinity to cease contacting me immediately.

I have an Xfinity Mobile account and recently purchased two Galaxy A54 5G phones from Xfinity using my Comcast account. However, I can't access my account as the verification process requires sending a text or call to my old number. My new email is [redacted] and my new number is [redacted]. Additionally, my wife's phone has issues recognizing her number after her phone's motherboard was damaged. We got a replacement phone through Xfinity, but it doesn't recognize her number either. Her number is [redacted]. We need help updating our account and resolving the issue with my wife's phone so she can use it to make and receive calls. Thank you.