Visitor
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1 Message
ACP credit not applied to account
Am I able to speak with a manager or supervisor about my ACP credit that has not shown up on my bill for 4 months now? I’ve called and talked to five Comcast representatives in one day. I’ve spoke with the ACP customer service representative as well. On their end it shows my application is approved and was ready to go three days before my “contract” With Comcast “began.” I’ve spent hours on hold & I’ve spent hours talking to multiple Comcast representatives. The outcome I was left with is, they can’t do anything about it. What’s even more frustrating is they didn’t tell me a way to resolve it. I’m so beyond irritated.
CCEdgardo
Problem Solver
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513 Messages
3 years ago
Hi there. Thank you for reaching out to us via our Forums and creating a post. Please keep in mind that the ACP credit is applied once all steps in this link https://comca.st/3ujAtGe are followed and processed. It can take up to 45 days from the date the approval takes place for the credit to apply to the account.
Just to confirm, you signed up for service and also used the following link https://comca.st/3L71Z0s for your National Verifier to make sure that you are fully eligible. Have you already done all these steps?
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user_67cb3a
Visitor
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4 Messages
3 years ago
I am having the exact same problem. I've talked to four Xfinity/Comcast representatives, both in writing via chat and over the phone, since December 2021 and each one said the ACP application went through and was going to be applied to the next month. With each new month since then, I have continued to receive the same internet bill without ACP being applied.
After my last phone call with an Xfinity representative to resolve this issue on Feb 8, 2022, I actually received a confirmation email from Xfinity that my application was being processed. Today is April 9, 2022—we are well beyond the 45 day mark. I haven't received any other messages or emails since Feb 8 about the application's status. I have continued to receive notifications of upcoming bills, including in March and just yesterday, and both bills again did not have ACP credit applied.
The last customer service representative I talked to over the phone even asked for my permission and password to access my account on his end because I wasn't seeing the page I was supposed to see on my end. He went into my account and made sure my application went through this time. This resulted in the Feb 8 application confirmation email, which I did not receive after the previous interactions.
I then asked to be credited for the previous month's ACP, given the unfulfilled promises of the previous agent, and he said no. This is extremely unfair because I have paid, in effect, extra monies, rather than fewer, considering the promises from Xfinity/comcast representatives in all my previous interactions that ACP was going to be applied.
I want to continue using Xfinity, but if things are going to continnue unresolved at this rate, I may just be forced to switch to another provider. Except I've already enrolled for ACP with Xfinity so that's probably going to be a problem, too.
This initiaitve should not be placing a greater and prolonged burden on customers who are eligible and applying for the credit.
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user_794ca2
Visitor
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1 Message
3 years ago
I just got off the phone with both ACP and Xfinity because my credit didn't go on this month and I was told the same thing about they can't do anything about it and left me with a dead end too. When it was EBB($50 credit) I had no problem for a year, it's unfortunate in these hard days that they offer something with no intention of following through. I wish everyone well
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user_39d39c
Visitor
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4 Messages
3 years ago
I'm dealing with the same issue. I've called, chated, and gone in person to a store and received no help. I do however get a email every day telling me that I'm going to be charged with late fees if I don't pay my bill that has already been paid by the acp credit - according to the help support at acp. Does anyone no how to get a manager or file a formal complaint? I don't see that I have any option but to cancel my service since xfinity hasn't been able to fix this issue for the past 6 months.
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user_4e7e9a
Visitor
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3 Messages
3 years ago
Sounds about right they told me I could update my speed for free & charged me 29$ & I
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user_96e666
Visitor
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1 Message
3 years ago
I've had the same issue. I've called National Verifier multiple times, and they've told me that the error is on Xfinity's end. I have been calling Xfinity for over a month now, trying to get this resolved, and I keep getting told that I have to reapply. At this point, I've reapplied for ACP via Xfinity over 8 times (both over the phone and online) and have even inactivated my existing ACP application to get a new NV ID. It is taking too much time out of my workday. I either need to get in touch with a manager and figure out this situation in the next week, or I will be forced to cancel my plan. Every agent I speak to keeps trying to find ways to get me to hang up and call back with different information. Today, when I called, the agent asked me for several pieces of information including my NV subscriber ID, which I have previously called NV about. When I didn't have to hang up to provide it, the agent tried to connect me with a supervisor. Upon not being able to get in touch with them for about five minutes, they told me to call back some other day or wait for a form (that I still have not received) where I could request to speak to a supervisor. Prior to this, I have even been told to hold, and then after five minutes, been transferred to some random department. I am incredibly disappointed by the service being provided and hope that others have better luck than I am with this.
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