Visitor
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11 Messages
ACP Credit - Keeps getting incorrectly removed from my account/billing
I have been eligible for the ACP credit for over a year now. Over this past year, on four different occasions, I have had my credit incorrectly removed from my bill. Each time I have called in to speak with customer service and am given a different explanation. Basically they all boil down to Xfinity telling me my credit was transferred to another carrier. This is not true as I have never had another carrier not have I made any changes to my information or transfers of my ACP application/credit. I have now had my credit removed once again and I need assistance with this immediately. I have tried calling to speak with a rep but unfortunately have been given the run around. Xfinity customer service is telling me again that my credit has been transferred to another carrier which it has not. They then direct me to call the ACP to find out where it has been transferred to. The ACP does not assist customers with their billing but I am able to verify with them my eligibility status. After checking with the FCC directly to confirm that I am still approved and my credit was not transferred, I tried calling one last time to speak with Xfinity This resulted in me being transferred to three separate departments and eventually hung up on.
Can someone please assist me with this and also going forward that the credit not be removed?
CCAaron1
Problem Solver
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954 Messages
3 years ago
Hello @user_1bf9e1. I am sad to hear this keeps happening to you. We are experts of may Xfinity things over this platform. We however, are not experts in the ACP program but our awesome Internet Essentials team is an expert in this! You can call into 1-800-XFINITY and ask to be transferred there, or I have there phone number as 1-855-846-8376, and they are open from 8:00 AM - 12:00 AM ET, seven days a week! Why I have you here, how are your home services doing?
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zack2020
Visitor
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11 Messages
3 years ago
Thank you for replying, but I will still need your help. The Internet Essentials team and the number you provided is the group I have contacted for support each time I've had an issue with my ACP being removed from my account. In my original post I mentioned being finally hung up on during my last contact with Xfinity. That happened after calli g the Internet Essentials dept. as I always have. The first rep listened to my issuses and transfers me to what she refers to as "that department" who can assist me with my problem. After discussing my issues with the 2nd representative she then transfers me to what she refers to as "billing" who then eventually hung up on me.
Each time I'm given the runaround and each time it appears I spend longer and longer trying to get this corrected however it is not my issue to correct.
What is another option that is available to assist me in correcting this and helping to ensure that it does not happen again?
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XfinityLinda
Official Employee
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2.1K Messages
3 years ago
@user_1bf9e1, I am sorry to hear about your experience. If you still qualify for ACP, you should still have the discount on the account. If you would like to send us a Direct Message with your name and service address, we can see if anything stands out as to why the credit has fallen off. We are very limited as to what we can do, as my teammate mentioned. We do not have access to the system that qualifies or applies ACP discounts to your account. Our Internet Essentials team handles it for us. If we may look, we look forward to your reply. Otherwise, please reach out to Internet Essentials once again.
To start a Direct Message: 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
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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Very_Annoyed_With_Xfinity
Visitor
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1 Message
3 years ago
This has been happening to me too!! Today is the third time that I have had my ACP removed from my account due to “inactivity” which is totally crazy because I use the internet every single day!? I was told by the representative that it was nothing to worry about, and I still happened anyway. I’m close to choosing a different provider because this is so rude to do to people who are in low income areas. Like we have it hard enough.
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