2 Messages
ACP/Lifeline
ACP for Internet/ Lifeline for Phone
I previously asked a question about the how the ACP discount was removed because of an assurance wireless phone was sent to me without my knowing. My bill has gone way up due to unable to pay (unemployed) and is now suspended. I was told to borrow money by an Xfinity rep which I did for the last 2 months. I did not know the acp discount was taken off at the time. I don't have that option anymore to borrow. After I did some research, I found out this could have been prevented. I am wondering if I can get the acp added (I really don't want to call because it's frustrating) on to a basic plan that makes it free? If possible use my lifeline for the cellphone service? I saw the article: https://forums.xfinity.com/conversations/billing/just-approved-for-lifeline-already-have-acp/62ec2ea3461c2f487100dc55?commentId=637b89acc81dfc15f562a285
I have been a customer for five years in CA and ten years in GA. If I am unable to do this here, I apologize but ATT said they are able to do this. I hate to sound like I'm demanding or a jerk, that's not me. Time is very hard right now for me and it is frustrating when no one understands or takes advantage of.
XfinityChelseaB
Official Employee
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1.7K Messages
1 year ago
Hello @user_v210, Thanks so much for taking a moment out of your day to leave a post on our community forum. 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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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Aerogoddess
Visitor
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2 Messages
1 year ago
Was this ever resolved? I'm struggling with a similar issue. I was receiving ACP so $30 was supposed to be deducted from my monthly bill. Instead, my bank account would be charged the $30 but it would be replaced a few days or a week later. Basically, I would be unable to access that $30 until Xfinity put it back in Mt bank every single month. I just got laid off after having a health crisis that required a medical leave of absence. It was approved by human resources, I provided all documentation but they still let me go the day I returned. My financial life was pretty good with 100% payment history ob all accounts including Xfinity but now, it is in shambles. I still have health problems and mental health problems have increased as a result. I'm really struggling here and being cut off from the internet when I have resumes sent out to every nonprofit I know of and most respond via email. I have a bunch of my personal stuff for sale online to try to pay my bills best I can. I'm also attempting to launch a website with my content that is filmed, edited and published from my house (not that kind of content, don't get excited lol). All of which requires access to fnd internet and cafes where I live wont allow inyou to use wifi without buying stuff. Even then, they have a 30min time limit no matter how much you buy.
Not having reliable internet access is crippling my ability to survive and could easily result in my losing literally everything I worked so hard for.
To make it even worse, I had zero clue that this was coming. I log into my xfinity app several times a week and not once did it EVER tell me that there was a missed or late payment. It always says something along the lines of, 'You have an upcoming bill' but that's all it says upcoming bill does not, in any way, indicate there there is a problem with billing. Now my past due amount is over $200?!?! I was given the option of paying $50 today to restore services and then $18 per month after that to pay off this past due balance that I didn't know I had! I can't even speak to anyone or Chat until I pay $50 that I don't think I owe! And if that's the case, I wouldn't want an account credit for next month when I really need that money to stay fed THIS month! Outrageous Xfinity! Simply Outrageous!
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