Hi, Xfinity
I really need help with this. Me and my husband are 65+ seniors, and have not been able to receive the ACP credits because of XFINITY always reverses it without any reason. This is my fourth time getting the reversal. It feels like someone else could be using my credit somewhere else, and because of that the reversal is happening, and I'm getting billed for no reason. This is very frustrating.
Below is something I received today on January 5th 2024. The thing is, it mentions Maryland, and I'm not even living in Maryland. Also attaching the screenshot.
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The federal Affordable Connectivity Program and the Maryland Emergency Broadband Benefit (MEBB) do not allow consumers to be enrolled with more than one service provider at a time, and our records show that you are receiving your ACP credit from another service provider. As a result, we want to make you aware of a few changes on your next Xfinity bill. First, the ACP credit that you received last month will now appear as a charge. Second, you will resume being charged the full price for your service prior to having the ACP credit applied. Additionally, if you live in the state of Maryland and are currently enrolled in the Maryland Emergency Broadband Benefit (MEBB), you will no longer remain eligible for that credit with Xfinity. We apologize for any confusion this may have caused. If you believe you have been transferred in error and would like to re-enroll in the ACP program through Xfinity, or if you have any other questions or concerns about your ACP de-enrollment with Xfinity, please visit us at www.xfinity.com/acp or call us at 1-800-XFINITY.
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EG
Expert
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106.3K Messages
9 months ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityXanadu
Official Employee
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291 Messages
9 months ago
The mention of the Maryland Emergency Broadband Benefit is a disclosure on all notifications as it is an additional program available to residents of that state. The reason for the reversal according to the email is because our records show that you are receiving the ACP credit from another provider and the program does not allow for the credit to be applied to more than one provider at a time. Do you have another service provider that you are enrolled with the ACP applied to for a discount to your bill?
If not, if you have any additional questions or need more information, you can also contact USAC’s ACP Support Center by emailing ACPSupport@usac.org or calling (877) 384-2575.
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Zero000000001
1 Message
9 months ago
I have been on ACP for over a year and just this month, my credit was also reversed stating the credit was applied else where. I don’t have other services that has this credit. Please help
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