Visitor
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4 Messages
ACP approved, Xfinity can't get it applied to my account
Since everyone having this problem is getting told to send a peer-to-peer message to look into it, I did that, but then got reprimanded for sending a peer-to-peer message without first making a post and having someone specifically tell me to do so. As in my message, I applied through the Xfinity link for the ACP benefit (this was in December of 2020, so it was still EBB). I was approved and have an email from Dec. 13, 2020 confirming my approval in the program and my application ID. Various chat agents have given me different answers for why it hasn't been applied to my account, none of which is correct. I can't reapply until 3/13/2021 because the application approval expires after three months. Judging by how things are going, I probably will have to reapply because Xfinity can't figure out how to actually get people's accounts credited. If that happens, I'll probably switch to a different internet provider, which I'm already considering because of how much of a problem this whole thing has been. After recounting this in my message, the agent who replied to my "unsolicited" message still just told me that since the funds are from the government and not Xfinity, it has to go through that program, that Xfinity can't add adjustments. So apparently the person didn't even read my message about getting approved through the Xfinity link and the confirmation email received. They then told me to call their dedicated number, which I think is the same number another chat agent gave me, which isn't an Xfinity number at all, but a number that deals with the ACP program. So here's my official post and maybe someone will specifically invite me to send a peer-to-peer message and actually understand what's going on (which it seems is happening to a LOT of people), and give me a competent answer and get my benefit applied.
Accepted Solution
XfinityAlfonso
Official Employee
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1.2K Messages
3 years ago
Hello @erinlbrine Thank you so much for posting this issue for public consumption! WE would love to continue engaging with you over our peer-to-peer messenger. Regarding the now titled Affordable Connectivity Program, it does follow the same rules and principles as the Emergency Broadband Benefit before it. Since you were already approved via our Xfinity Site (
https://comca.st/3C5Lb6K
) and are still having issues and concerns, we do normally refer you to our dedicated team of specialists by calling 1-855-846-8376. These are still Xfinity customer service specialists and are well versed in working through any hiccups in getting your benefit applied. You are more than welcome to reach us via the 1-1 chat, and we'll do our best to make sure that things are fully resolved for you.
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erinlbrine
Visitor
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4 Messages
3 years ago
Thank you for your response. I just got off the phone with a representative. (I called the number above and was transferred to the ACP department.) That person sent me an email to link my benefit to my Xfinity account, and said that it was processed and within the next 48 hours, I should see the credit on my account. The funny thing is that he said it's a simple process, and I said that it seems like a LOT of people are having the same problem. He told me that some people apply multiple times for different providers, or use multiple different devices when applying, etc., and that causes complications, but I've used the same desktop, the same email address, for everything, so I'm not sure why mine was complicated, but allegedly it is now linked to my Xfinity account and will be credited. I will post an update when I see the credit on my bill. Thank you for the assistance.
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