Accountability

As a customer, If I say that I’m gonna pay a bill on a certain date, am I expected to honor that arrangement or only do it if I want to. I believe that it’s fair to say from both a customer and company standpoint point that generally it’s gonna be expected for me to pay the agreed upon amount or suffer service disconnection.

Now my question is If a Xfinity employee tells a customer something, for example, Yes your service will be reactivated from a soft disconnect with an agreement for a payment arrangement, Would Xfinity then be responsible for honoring what they said they would do Or only do it if they wanted to?

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XfinityChristy

Official Employee

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2.8K Messages

32 minutes ago

user_7vhs5o Hello and thank you for reaching out via our Xfinity Community Forums. I get where you’re coming from, and you’re not wrong to expect things to be honored when something is agreed to. It should feel consistent on both sides, and I’m sorry if that hasn’t been your experience. When something like a payment arrangement or reconnect is discussed, it’s usually based on the account meeting certain requirements at that time. If something doesn’t go through as expected, there’s often a detail behind the scenes that impacted it, but I know that doesn’t make it any less frustrating when you were told something different. I’d really like to take a look at your account and see what happened so we can get you clear answers and figure out the best path forward. You can also review more about payment arrangements and service expectations here: https://www.xfinity.com/support/articles/payment-arrangements

When you’re ready, send over a direct message with your name and service address, and I’ll dig into this with you. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

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Billing

user_7vhs5o

Accountability

XfinityChristy

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