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I would like to file a formal complaint regarding services I requested. I'm a new customer and I'm not pleased with the policies and services you have provided.
I requested internet services on 9/27/17 at the time I spoke with representative she indicated that I had two options in ordering new services; I could either pay a $100.00 deposit or do a credit check.
I chose to do the deposit so as not to have an inquiry on my credit. I paid the deposit and installation was scheduled for 10/1/17.
On 10/2/17 we decided that we wanted Home Security and contacted Comcast, the representative indicated that a credit check was required so I approved it and my credit check came back good which required No Deposit and we scheduled an installation for 10/7/17.
The representative then informed us that we should contact the billing department to obtain our deposit which was no longer required since I did the credit check and passed. Just so you will know we did a bundle package which included internet and home security.
I was on the phone today 10/3/17 for over an hour with Comcast billing department representative Joy (ID# 1585792) and she was unable to help me and continued to indicate that the deposit could not be returned. She put me on hold several times for long periods of time supposedly speaking to a supervisor which I repeatedly requested to speak to. The end result was that she said the deposit could not be returned and that the supervisor I requested will need to call me back and that it will take up to two hours for a call back. The ticket # created for supervisor was 202370. Please help me resolve this! I'm not to confident that the supervisor will actually call me back.
Thanks in advance,
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Hi onmyjourney65 -- I can help with getting your deposit returned. I reviewed your account and the correct support ticket has already been created by the agent you've spoken with. I'll track this ticket to make sure that it does get worked.
Thank you so very much. It's been quite a mission to get this accomplished and as a new customer I'm not pleased. Please notify me as soon as it's done.
onmyjourney65 -- You're welcome. We were able to get this resolved last night. Any deposit has been removed from your account. The amount you paid that would have gone to that deposit will now apply to your account as a payment instead.
Thank you so much Zach for your assistance. This forum is so much better than dealing with a live representative and it's quicker. If no issues arise I am elated. May I continue this chat if any problems occur with your resolution?
onmyjourney65 -- Of course you can! We are here to help with any issues or questions you have.
I just received my bill and it still shows the deposit , also can you confirm that a modem/router was returned. We decided to get our own modem/router than to lease monthly. In addition we should be showing a bundle that includes internet 25mbps and home security, please verify.
Thanks again for for all your assistance.
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onmyjourney65 -- I'll speak with our Finance team as why this showed up and have them adjust it. I did confirm your rental modem was returned and that you have a package with Home Security and 25 Mbps Internet.
onmyjourney65 -- Yes. Finance confirmed your deposit was approved for reversal. This will apply to your account like a payment.
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