Visitor
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1 Message
ACP Credit Not Applied to my Bill
Hello, I am qualified for the ACP program and was approved 4/2/23. A $30 credit was applied to the bill which was paid 4/22/23.
However on my most recent bill, my ACP credit was not applied. On 5/22/23 I was charged full price.
My eligibility has not expired. Why is my ACP credit no longer showing up on my bill?
XfinityEva
Official Employee
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1.2K Messages
1 year ago
Hi @marieannelise, congratulations on your approval for the ACP program. There may be a number of reasons why this can happen. The most common ones would be if your bill printed before the credit was applied as these may have different dates.
For example, Xfinity applies the first ACP credit two days after approval, but because we bill a month in advance, you won’t see it until your next bill period statement.
i.e. If your bill period begins on Jan. 26, ends on Feb. 25 and you're approved for the ACP on Feb. 9:
Another reason may be that there was an error or more information is needed from you. Please check your email for any communication about your application.
Lastly, another common reason would be that the service was transferred out to another company as only one benefit is allowed for internet or mobile and one subscriber per household.
Please see the ACP FAQs for more. [Edit:fixed link]
If you are still having issues, please send us a direct message with your full name and service address. To send a direct message:
[Edit: fixed link]
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user_2e74e2
1 Message
1 year ago
Marie. From what I read online, a lot of people are experiencing this same problem
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user_x6er3a
1 Message
11 months ago
Can confirm, this exact same thing happened to me and no one has been able to help. I've been bounced back and forth between ACP and Xfinity four times and neither has been able to help. Both say to call the other because it's their problem - why does neither have a billing department to deal with this? This is such a joke.
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user_gk42147
1 Message
11 months ago
I'm having this same problem and cannot get a response from anyone except a robot. My credit was applied to my first bill but wasn't applied to the second bill that came through. Why is that? Will the credit be put into my account for next month? This makes no sense.
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