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user_3ad01e
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Saturday, September 9th, 2023 5:26 PM

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ACP billing issue unresolved 5+ months

I’ve been trying to clear up an issue for my son for 5+ months. I have been keeping a diary of all of the calls I’ve made to try to get this corrected. He is supposed to have acp however since he has to have a credit card on file (mine) I continue to be charged. I escalated to a supervisor who was absolutely rude and unhelpful. Every credit they have given us has been promptly removed. Every agent states the same thing and assures me that the problem has been fixed and again I pay out of pocket. I called the FCC /ACP department myself and they stated that comcast has been reviving the monthly credit for this account!  There must be some kind of underlying issue that is between the communication. Link between comcast and fcc. I’m at my wits end. I’ve never experienced such chronic billing issues. The agents are very nice and seem to know what they are doing. It must be a system problem that isn’t being escalated. Please help!!!!!!

Question

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Updated 

2 years ago

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XfinityDena

Official Employee

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3.4K Messages

2 years ago

Thank you for reaching out @user_3ad01e. I am sorry to hear about the issues with ACP. The best course of action would be to contact our Internet Essentials team though the by calling 1-855-846-8376 to speak to them about your account. 

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XfinityDena

Official Employee

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3.4K Messages

2 years ago

@user_3ad01e Have you spoken with the team mentioned above? They are the team that handles the ACP benefit and have the tools to assist you. 

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user_3ad01e

5 Messages

I have contacted the internet essentials team at least 15 times and as I stated each of the agents tried to help me and believed they had solved the problem.  But the issue has persisted.  I believe there is an underlying technical issue that needs to be escalated to Xfinity management to be studied and understood to be fixed, which is not happening in the current environment.  I have escalate to the better business bureau since no one at Xfinity is willing to take the time to read all the notes on this account and the closed accounts to understand the chronic issues with ACP.  I am hopeful that this escalation will bring the level of attention needed.

2 years ago

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Again

Expert

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32K Messages

@user_3ad01e​ 

Are you, perhaps, using the same credit card to pay for his phone where he lives now as you were using when he lived at home?  So, two different accounts, but the same credit card for both? 

Are both of the accounts in your name?  Did you cancel ACP off your account?  I know that you said that you transferred it over to his, though.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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2 years ago

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Again

Expert

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32K Messages

2 years ago

@user_3ad01e 

I responded to your other post here.

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