Visitor
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3 Messages
Agents obviously lied about payment extension
2 days ago I spoke with 2 agents and a supervisor on my current situation and how I needed a payment extension so I wouldn’t get service disconnected. I was told it was extended to July 9th and wouldn’t have service disconnected. It is July 1st and I have no service and it is telling me to pay bill. It has caused so much chaos today and I don’t understand why I was lied to about this and I’ve been calling all day and have yet to get a real person on the phone!
XfinityKatie
Official Employee
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744 Messages
4 years ago
Hey @user_b849e8, it is disheartening to hear that you are running into issues with your connection after you were told you would be good until the 9th. Sometimes, services can still be interrupted if the payment extension is set up past a certain day and your account is not actually eligible for it to be extended out that far. So, it is possible that may have been what happened here. We know that everyone needs a little extra time to pay their bills sometimes, and we'd love to help with this and find out exactly what happened here. Can you please send us a private message with your full name using our peer-to-peer chat service? Just hit the chat icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to send us a message directly.
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