Visitor
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4 Messages
Acp credit not applied
I signed up for and received the acp benefit. It applied just fine the first month. This would have been the second month. I saw it wasn't on my bill. So I called. Call 1. Doesn't always apply on exact same day. Can check later. Call 2. Still hasn't applied. Check back later. Call 3. Sometimes won't apply til the day before or the day bill is due. Well, it never appeared. I've seen comments online from other xfinity customers that it wasn't being applied either. Which is why I called all those times. No one has seen it as a problem that needs to be addressed. How do we fix this?
Accepted Solution
XfinityArmand
Official Employee
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1.6K Messages
2 years ago
Hi there @user_e29552! Thanks so much for taking the time to reach out to Xfinity support with Digital Care here on our Community Forum. We are so glad to hear from you and want to assist in any way that we can to address and resolve your billing inquiry. I see that you have also sent us a private message with your name and account info. We will follow up with you via private message shortly.
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Again
Expert
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30.6K Messages
2 years ago
@user_e29552
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user_e29552
Visitor
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4 Messages
2 years ago
Sorry. When reading the other posts, everyone was asked to do as to get their issue solved. I assumed they would ask me as well, and so sent one.
I still haven't heard back from anyone. Since I was naughty, I guess that's what I deserve.
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user_f7b32e
Visitor
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1 Message
2 years ago
Having same problem.
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Little_Staps
Visitor
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2 Messages
2 years ago
I applied for the ACP and I qualified. Why isn’t the credit showing up on my bill?
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grammaton1
Visitor
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1 Message
2 years ago
exact same problem. The credit applied on May 1st for my bill covering 4/29-5-28, but nothing on my June bill 5/29-6/28. I've called and got no help, they just say that it will show on my next bill. If it shows on the next bill, that will be for July, with no credit in June smh. I'll wait until the last day to pay and see if it applies, but this is frustrating
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user_bc1556
Visitor
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5 Messages
2 years ago
I contact Xfinity about my ACP credit too. I figured out myself it’s supposed to credit my acct every 30 days . Mine is supposed to be June 12, but it still isn’t there & in 5 days the full payment will automatically be taken from my acct. A warning when you contact them. I used chat in the offical website. During that time, I was offered a mobile add that added up to $0. I told them write it up & show me, I’ll wait. Instead, about 5mins later,they told me my bank acct was frozen. I asked why were you trying to get in my bank acct., I hadn’t agreed to or authorized anything.Then they wanted my soc sec# & my husband’s too & he’s not on the acct. Talking to another CSR,I was told there was no such offer. And they confirmed I was in the offical Xfinity website after I gave them the link I used. They have the info they need by my Xfinity acct,to add anything. I copied & pasted the entire convo. They sent a verification code,yet the site is not secure.I suggest you be cautious & record your convos. ACP credits are coming from the government who sends them the money every 30days. It’s almost impossible to contact Infinity & get a definite answer .I think it’s best to contact ACP Support Center at (877) 384-2575.
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user_fff6ba
Visitor
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5 Messages
2 years ago
I saw on a post to call internet essentials 844-389-4681, that they are the group to handle most ACP issues. I spoke with an agent he told me he could see the approved ACP credit and said he could see the date for the next credit. I had another question and he referred me to billing, there I spoke with an agent who actually was able to help. For the very first time dealing with Comcast I hung up being a satisfied customer. My recommendation is speaking with someone in internet essentials for ACP help.
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user_902012
Visitor
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2 Messages
2 years ago
Xfinity transferred my acp benefit from another company to my xfinity internet. After this happened I found out I was eligible for the internet essentials. The person I talked to didn’t know how to downgrade my acct to internet essentials so she just closed my acct and then opened a whole new acct for me. Now I can’t get the acp benefit on my new acct. every time I have tried I am told that my application comes back with a “duplicate” error. I have talked to acp and they tell me that xfinity is slready sssigned my benefit, which is why they get the duplicate error. Xfinity (the company). I have lost 6 months of acp benefit because of this, and I have spent well over 45 hours on the phone being transferred from one “expert” to another, and frustration over people calling me liars and being unwilling to call acp to find out the truth that they are assigned my benefit) I ended up having a mental breakdown. I was told my xfinity I had to wait for my acp application to expire and reapply for acp do that they could use my new acp number on my acct. that didn’t work either, still came back as duplicate. I know that I can not be the only one this had happened to. I have to say, I am seriously wondering if xfinity is scamming the government and customers out of there benefits????
now I had to go buy another phone and pay for a prepaid monthly subscription to that phone and see if they can transfer my acp benefit away from xfinity…. Which has cost me a considerable amt. if money as I live on ssi. Now I have to wait a month to see if it can be transferred back to xfinity. (I would totally dump xfinity, but I live in an old bld and they are my only option for internet).
I wish someone who had some serious knowledge about all this would contact me because I am honestly ready to call Chicago news stations to try to start an investigation into Xfinity’s practices when it comes to acp benefits! Have they picketed my last 6 months of acp benefit?? So many questions!
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user_340b10
Visitor
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1 Message
2 years ago
I had the same problem. I transfered my ACP to another service. I am still waiting for a refund from Xfinity which was mailed on the 12th of July. Haven't seen it yet.
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user_8469b6
Visitor
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1 Message
2 years ago
I've experienced the same issue. I applied for the benefit in June and was immediately accepted. I received the credit on my July bill, but not for the one that is due tomorrow.
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user_bc1556
Visitor
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5 Messages
2 years ago
Call or have them call you from the option in chat, to apply your credit right now. I kept contacting them to apply my credit. They first applied $15, I refreshed and contacted them back & told them to apply the other $15 . 2 wks after that, I got my $30 ACP which showed on my next bill. Now I’m getting it each month after my bill is paid & before my bill comes out.If I hadn’t called, I would have been cheated out of 1 month. They always try to sell you more products. They try to sell before they fix your issue,so stick to reason you called. Don’t let them get you off the subject. I understand that’s part of their job. But you can say no thank you. And we need our $30, we wouldn’t have asked for it. Good Luck
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Aaronm108
Visitor
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1 Message
2 years ago
I was tricked into signing up for qlink phone service not knowing it would take my $30 ACP lifeline reward from Xfinity. They say this is happening to a lot of people. I tried cancelling with qlink which is [Edited: "Language"] impossible. So ACP told me to just reapply with Xfinity and you should be fine. Now Xfinity is denying me saying I need to reapply at another time. Direct quote " At this time you are not eligible to transfer your benefit. Benefits may only be transferred from one provider to another one time every calendar month. Please try again at a later date." Doesn't sound very promising. [Edited: "Language/Inflammatory"] Xfinity says their gonna charge me full price now for next month plus charge me from last month where the ACP award was applied they're taking that $30 back retroactively. Totally evil. So next month if I can't get them to apply my ACP I'll be charged $138 when I was paying $67 with the ACP. I'm really done with Xfinity. I'd love to cancel Xfinity but they are a monopoly where I live and there is no other options.
(edited)
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user_7244e6
Visitor
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2 Messages
2 years ago
I was approved for the ACP program on June 13, 2022. I kept trying to give internet essentials that number and they said they did not recognize the number. After applying for internet essentials, it took just over a month to get the whole thing started, and get the equipment. I kept getting the run around. Every time I called, each person would tell me something different. I ended up getting the first partial month credit in July on 7/14/22. When I wasn’t seeing the next credit appear on new bill, I called. The guy kept me on phone chit chatting for about an hour explaining everything to me. He said the next months credit should be applied 30 days later, from 7/14/22. He said if new credit wasn’t applied by 8/14/23, he would apply it. The 14th was Sunday, so I waited till 8/16/22 to call. My bill is due 8/17/22.
Then rep transferred me to who she said was ACP dept. He said I would not get the credit until end of August, even though my bill is due 8/17/22. He said I would have to pay this months bill, and that’s the way it worked. And that I would never be due a refund for that. That I have to pay that first month myself, after first month credit for partial month. I asked next cyst Serb rep what to do. She said call after grace period to make payment arrangements. It’s like, are you kidding. Something is wrong here. I shouldn’t have to be paying any of bills is approved for ACP. Is xfinity keeping my credit? Am I going to have to make payment arrangements every onto to pay the bill? Will there be late fees? Can’t they do something. This one also said she can’t do any crediting herself or fix it. Very frustrated. Please advise.
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user_955233
Visitor
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1 Message
2 years ago
I've been charged the Limited Basic Converter charge for months despite reaching out monthly about it because I don't have that equipment and never have. And now I'm on ACP, and the first month it applied, but now it's the second month and the full bill pulled out without the credit from ACP. I contacted customer service and was told I would get 2 ACP credits for next month to "make up" for the one that didn't apply to this month. But I've been told this about the Basic Limited Converter for MONTHS now and nothing changes so I don't believe I'll be getting double credited next month. I am frustrated and angry because I shouldn't have to be contacting customer support every month for being overcharged on my bill. I do not recommend XFINITY to anyone that likes having a consistent bill.
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