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Wednesday, June 12th, 2024 2:37 AM

Acp ended early I have huge bill

ACP discount removed early

I HAVE EXACT SAME PROBLEM

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.

Official Employee

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646 Messages

1 month ago

user_i7voyr thank you for taking the time to use the Community Forums page and reach out. I understand the importance of maintaining an accurate billing amount and the frustration an increase in said bill would cause when not anticipated. Due to the program coming to an end, we would not be able to retroactively apply the discount. This is because the funds associated with this discount were not something provided by Xfinity directly, nor were the eligibility requirements. That said, I am still more than happy to take a look at your account and see what options are available moving forward. Please send me a direct message with your full name and complete service address to get started. 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

1 Message

22 days ago

I had the same issue! I received no notification that the acp had ended and my service was interuoted. I rely on the internet for medical reasons as well as my sons schooling they gave me an extention of 2 days to pay 60 of the back bill which the agent claims went all the way back to January and told me if I could come up with that payment my next bill would be due on the 17th of 9.99. I borrowed the money from my son seeing how I am disabled and awaiting my disability payments to become active again. But just received my next statement of 30. And some odd cents. Something is not right here and beeds to be checked into!

Official Employee

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1.3K Messages

Hello, @user_3yriks. I appreciate you making us aware of your billing concerns. I would be more than happy to review your account to further investigate this current balance. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 Message

13 days ago

I too have experienced the same thing, except for they cancelled my ACP in March. Paid March payment, then turned around and reversed the payment. Then here’s my April bill and it’s 368, so I call and the first of 7 told me everybody’s ACP was canceled in March. But I have these changes on my bill that that jumped up a huge amount from March to April. I have several different charges, and Not one of the 7 reps that I spoke with you explain and make it make sense. This is unacceptable that you all would be doing this to your customers Who you appreciate so very much it doesn’t feel like you appreciate it at all with the tactics that you guys have tried to pull

 I just read that the ACP program ended in May, 2024. 

(edited)

Official Employee

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1.4K Messages

Greetings, @user_urmg7w! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having these billing issues, but you have definitely come to the right place for assistance.

 

If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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