U

Tuesday, May 28th, 2024 9:19 AM

ACP discount removed early

First let me say that I understand the ACP program has ended in May.  However, xFinity removed the discount from my account in March, including a reversal of the February discount that I had already received (like pouring salt on a wound).  This has resulted in an additional $90 in charges – for February, March, and April – that I had not budgeted for, so of course you suspended my service when I was unable to pay.

i spoke with someone in customer service who initially lied to me saying everybody lost the ACP benefit in February.  Then she actually tried to upsell me on adding xFinity mobile to my account.  What she couldn’t do was explain why I’d lost the ACP discount early.

If you could just figure out the problem and fix it then the extra $90 in charges would go away and I could pay the rest of the bill and have my service restored.  Then for future months I will budget for the extra $30 a month now that the program actually has been cancelled.  But throwing that $90 at me with no explanation as to why the discount was removed has made it impossible to pay such an unexpectedly large bill.  Please help fix the error and reverse those charges!  I was approved for the ACP in September or October of 2023, and I received no indication from the government that I suddenly didn’t qualify any more.  So simply reinstating the discount retroactively should solve this issue and get me back online.  Thank you for taking this matter seriously, as I could not get the agent I spoke with to do so.

<Edited: "Personal Information">



Official Employee

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1.2K Messages

18 days ago

 

user_w1wbv9 Thank you for reaching out via our Xfinity Community Forum. I would be happy to review your account and see what happened to your eligibility for the ACP program earlier this year. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

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1 Message

10 days ago

My question is if I was on a 9.95 plan before my acp kicked in why after acp ended you guys are charging people 29.99 as if folks could afford that which is the reason many of us were receiving the Acp … why not take our on back down to 9.95 

Expert

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30.5K Messages

@user_y6x015​ 

My question is if I was on a 9.95 plan before my acp kicked in why after acp ended you guys are charging people 29.99 as if folks could afford that which is the reason many of us were receiving the Acp … why not take our on back down to 9.95 

From the Internet Essentials Page:

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We understand that some families need internet speed to work, learn, and stream. Internet Essentials Plus has double the speed up to 100 Mbps plus free equipment for $29.95/mo. No credit check. No cancellation fee. Chat with us to see if Internet Essentials Plus is right for you.

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