Visitor
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3 Messages
ACP CREDITS
Upon ordering my internet service, I applied for ACP credits. I was sent an email stating I was approved and my estimated bill was $10. Today I received my first bill and it is $40. The ACP credits are not applied to this bill, and I need to know why. I am extremely confused and unhappy about this because I was not expecting a $40 bill. Can someone please address this issue and give me answers?
CCStephanieK
Problem Solver
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909 Messages
2 years ago
Hi there, @user_0e4256. The ACP credit is not instant and would need to go through the approval process as the credit is issued through a 3rd party, not directly through us. Have you received confirmation on the approval of the ACP program? I'd love to further review the status with you. Please note, that if approved, the credit is backdated to the billing period that you're approved in, so if it was approved, and not reflecting on this current statement (as we bill in advance), then the credit would be applied/doubled on the following statement based on the approval date.
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user_0e4256
Visitor
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3 Messages
2 years ago
I have an email from Xfinity that states my monthly summary with the ACP credits. I haven’t had an email from the ACP program itself stating that I was approved.
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CCStephanieK
Problem Solver
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909 Messages
2 years ago
Let's take a look into the application status further to ensure you're updated on everything.
Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.
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