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user_1cb9b7
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Conversationalist

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12 Messages

Monday, March 18th, 2024 4:28 PM

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ACP is not applied this month

I was approved for ACP and it applied to last month's bill. Now it is not showing for this month.  I have tried chatting with agents and have been told (1) that it would be applied in 2 business days (that was over 10 biz days ago) and (2) that I was given an 'advanced credit' but the agent wasn't able to direct me to where that is documented. Just kept repeating themselves. Please apply my credit. 

Question

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Updated 

1 year ago

88

3

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XfinityPeterH

Official Employee

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1.9K Messages

1 year ago

@user_1cb9b7 thanks for reaching out for help with the ACP credits. We can take a look at your account and see if the credit has been applied. Please send us your full name and complete address in a Direct Message:

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 • Click the "New message" (pencil and paper) icon


 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "Xfinity Support" graphic replaces the "To:" line


 • Type your message in the text area near the bottom of the window


 • Press Enter to send it


See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

 

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user_1cb9b7

Visitor

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12 Messages

@XfinityPeterH​ Put the code here publicly or into the chat? 

1 year ago

0

user_1cb9b7

Visitor

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12 Messages

@XfinityPeterH​ You told me to wait a week and check back in. It is a week later and the credit has still not been applied.  It has been 24 hours since I reached out via this thread and via the chat.  Please assist! 

1 year ago

0

user_1cb9b7

Visitor

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12 Messages

1 year ago

Put the code here publicly or into the chat? 

0

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user_1cb9b7

Visitor

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12 Messages

1 year ago

Xfinity support told me to wait a week and check back in. It is a week later and the credit has still not been applied.  Please help. 

5

0

Again

Expert

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31.5K Messages

@user_1cb9b7​ 

Continue working in this thread; do not create a new thread about this problem.

Thanks!

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_1cb9b7

Visitor

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12 Messages

I am happy to.  For context: I started by posting on this thread asking for assistance.  After waiting several hours and not receiving a response, xfinity emailed me requesting that I mark this thread as resolved.  Additionally, the original agent @XfinityPeterH​ has also not responded to the chat that was created a week ago regarding this issue. That agent told me that they'd be monitoring this and to contact again in a week.  I am simply seeking a response and was not getting any via the original thread nor the chat.  

Regardless,  please let me know what next steps are.  

1 year ago

0

Again

Expert

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31.5K Messages

@user_1cb9b7​ 

Did you send the DM to Xfinity Support or to @XfinityPeterH ?  It needs to go to Xfinity Support.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_1cb9b7

Visitor

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12 Messages

@Again The user name of the chat is 'Xfinity Support' but it does say ' @XfinityPeterH is now helping you'. The DMs are only showing one check mark which I believe is indicating that I am unread.  

1 year ago

0

Again

Expert

 • 

31.5K Messages

@user_1cb9b7​ I wish I could help you with that, but I don't DM with the employees.  If Peter isn't available you'll be helped by another employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

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