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Surprise Charges!

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Posted by
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Message 1 of 7
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So we were having Internet issues. Dropping a lot of packets.

I called customer support and they said they would send a tech out.

Tech did not make the scheduled appointment. 

Customer Service said they would reschedule and give me a $20 credit. Never got the credit.

Tech didn't  show for the rescheduled appointment. Dispatch calls and said that their computer was messed up and they would reschedule. They said I would receive a $20 credit for the mix up. Never got the credit.

Finally the tech arrives. Checks signal and connection at pole and outside house. Signal is better. But he was told on the phone to replace the signal booster in our house. 

Checked my bill the next month thinking I wouldn't owe anything since we only have Internet and should have had two $20 credits.

Well there were no credits and instead had a charge of $80 for Professional Installation.

Well that was a SURPRISE! Nothing was said to me on the phone or by the tech that I would be charged for the visit.

So now I have made three attempts to get this straightened out. Two on the phone and one in person. Still nothing done!

So this is my last resort. I have noticed some have had help with their problems on this forum. If they don't get this straightened out it is bye bye Comcast/Xfiinity!

1 ACCEPTED SOLUTION

Accepted Solutions
Posted by
Official Employee

Message 7 of 7
386 Views
Solution

rkd1982, I've made the necessary adjustments we discussed in private message. Please let me know if you have additional concerns. 




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6 REPLIES
Posted by
Official Employee

Message 2 of 7
521 Views

Hi rkd1982! Thank you for reaching out to us and making us aware of whats going on. After reviewing your account, I was able to provide a credit that you will be able to see on your next billing statement, under the "Other charges and credits" section. Since the issue was with our equipment, you should not be billed for this. I apologize for the inconvenience and would hate to loose you as a valued customer. If here's anything more we can do for you, please don't hesitate to reach out. 




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Posted by
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Message 3 of 7
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I have to say that this forum sure works better than calling in and waistng a lifetime on the phone! So far it looks like the surprise charges have been taken care of as well as the "no show" credits. I will check my bill next month to make sure and also to see if the late charges are gone since I did make my regular payment on time. I am thankful for your help.

Posted by
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Message 4 of 7
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I am thankful for the credits I received, really more than I expected after calling several times and making a trip to an Xfinity office with no results.

However, there are some charges that still remain that weren't taken care of.

I believe there are $29.50 in credits due. See red notations below.

 

Billing Date 4/4/17

Internet

Performance Internet 04/11 - 05/10 64.95

Service Discount -24.96

Speed Increase 04/11 - 05/10 15.00

Blast! Internet

Service Discount -15.00

Total Internet $39.99

Other Charges & Credits

Pro Install 03/29 60.00

Basic Service Adjustment 03/06 20.00   Mystery Charge not credited.

Total Other Charges & Credits $80.00

 

Billing Date 4/28/17

Internet

Performance Internet 05/11 - 06/10 64.95

Service Discount -24.96

Speed Increase 05/11 - 06/10 15.00

Blast! Internet

Service Discount -15.00

Total Internet $39.99

Other Charges & Credits

Late Fee 04/28 9.50    I paid my bill on time. Should be credited.

Total Other Charges & Credits $9.50

 

Billing Date 5/28/17

Internet

Performance Internet 06/11 - 07/10 64.95

Service Discount -24.96

Speed Increase 06/11 - 07/10 15.00

Blast! Internet

Service Discount -15.00

Total Internet $39.99

Other Charges & Credits

Pro Install - Adjustment 03/29 -60.00  Credit for 4/4/17 charge. Thank you.

Customer Guarantee - Adjustment 05/18 -20.00 Credit for Tech no show. Thank you.

Customer Guarantee - Adjustment 05/18 -20.00  Credit for Dispatch error. Thank you

Total Other Charges & Credits -$100.00

Posted by
Official Employee

Message 5 of 7
376 Views

rkd1982, please send me a private message confirming your account address and your full name (Click ComcastKenF and then click Private Message Me) so I can go over your billing details with you. Thanks. 




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Posted by
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Message 6 of 7
355 Views

Tried this. It didn't work.

Finally worked.

(Click ComcastKenF and then click Private Message Me)

Posted by
Official Employee

Message 7 of 7
387 Views
Solution

rkd1982, I've made the necessary adjustments we discussed in private message. Please let me know if you have additional concerns. 




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Community Icon
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We ask that you post publicly so people with similar questions may benefit.
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Mark it as a solution!solution Icon