Visitor
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7 Messages
Anyone else applied for EBB or ACP, told it was on your account, and charged anyway?
I applied for EBB Dec. 10th and was approved. I took a screen shot of my chat with the Xfinity agent on December 13 where my EBB was applied to my account, because I was worried that they wouldn't honor it.
I contacted via chat again on Dec 20 when I was charged for the month. They explained that since the application went on only a week before, that charge was for the previous billing cycle and it would be applied to the Dec 13 billing cycle which was due in January. But they confirmed that the EBB was on my account.
Fast forward to today, and I get a confirmation text they have autodeducted my payment - without the EBB credit. I call in this time, since it seems the chat is untraceable other than the screenshot I myself took.
They first told me they no longer accept EBB and only accept ACP. I recited the line from the https://www.fcc.gov/acp website to her "Emergency Broadband Benefit recipients fully enrolled as of December 31, 2021 will automatically continue to receive their current monthly benefit until March 1, 2022. " She sent me over to another department.
Then at the "EBB Department" they told me there is no record whatsoever of both chats from Dec. 13 and Dec. 20 where I was confirmed for EBB enrollment through Comcast. The representative said there was nothing he could do other than enroll me now and get me a supervisor to talk to about getting a refund for this month, despite the fact that I have verifiable proof with my chat screenshot.
I am currently waiting on the phone for a supervisor.
It has now been 55 minutes I have been on the phone.
XfinityGabriel
Official Employee
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1.9K Messages
3 years ago
Hi, there @user_49f796! Thank you for reaching out to XFINITY over our Forums page. I am sorry to learn about this experience with the EBB and ACP concerns. This is definitely not the experience that we like to hear about. We will do all that we can to help with a solution in a timely manner. We can help by pulling up the account to confirm if you are now enrolled and seeing if we can assist with the refund inquiry. To further assist, please send us a direct message with your first/last name and full address. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your peer-to-peer ("private") message.
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mkpatrick6709
Visitor
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1 Message
3 years ago
I have been having a similar problem. Xfinity for some reason is not honoring the EBB or ACP program. I applied and got approved by Checklifeline.org on 12/27/21. Was given a confirmation number to give to my provider, Xfinity. I contact them on 12/28/21 to add to my account because that's what Lifeline told me. The rep at Xfinity told me it would be added to my account. I asked specifically would it be applied in time for my 01/02/22 bill. Was told yes. On 12/29/21 I got an email from Xfinity about an error and that there was a problem with EBB. I never applied for or heard of EBB. Went through a bunch of people at Xfinity to tell me it was a program they previously had that was terminated. I told them I didn't apply for EBB or hear of it. I applied for Lifeline and need my approval applied to my account. I was told that by Xfinity that they were updating their systems and within 2 hrs of my phone call the system should update to show if the account will should the approval. I told them I have a life and will not be sitting around trying to check to see if Xfinity's systems work or not. I was told that if I applied for the EBB before 12/30/21 the credit should be applied and effective before the new ACP program goes into effect 01/01/22. After that date, the credit was not applied. I called again over 10 times including today and they still haven't applied the credit. I was told on 01/19/22 that it would actually be a service period before it shows on my bill but by 02/01/22 it should reflect on my bill and be backdated to the effective date to cover the January bill which I didn't pay. Today I came home and my internet wasn't working. I called and after much transferring around by the EBB department. They stated my issue would be escalated and someone would follow up with me. They told me this 3 times last month and no one followed up. I think it's a deliberate act by Xfinity not to honor the program. They told me some information with the National verifier didn't match what they have but can't tell me what doesn't match. I called Lifeline and everything was correct. I asked Xfinity to go over with me what information they have in their back system to see if it matches and they refused. I record all my calls to business and told them so. I have recorded them telling me all the lies.
(edited)
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user_5b616f
Visitor
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1 Message
3 years ago
Yes have had ebb since NOVEMBER Never recieved credits, get run around from customer support but in my area this is basicly only service provider avalible to have internet i have tried to switch companies. I asked for suppervisor was discounected numerous times. Last person said follow this link it will finish the process instead it was to set up automatic billing. I am going to file a FCC complaint next week if still can't get anywhere
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rockovach
Visitor
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1 Message
3 years ago
Same thing happening to me. Contacting Massachusetts State Attorney Generals office They are generally good about responding, assigning case to lawyer and following up. Wonder if Comcast is basically double billing for service. Collecting from federal program and then also charging customers. Another possibility they never programmed this item into their billing software and can only do overrides each month when you call in to complain.
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user_84c6f1
Visitor
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1 Message
3 years ago
This is ridiculous. I've been trying to get in touch with someone for almost 2 hours. I have the ACP - an acceptance email and I've been trying to get someone to help me - and not one human - robots or someone on messenger who had no idea what she was doing - telling me to apply - when I clearly sent the screenshot of my email saying YOU QUALIFY - CALL YOUR INTERNET COMPANY AND GIVE THEM THIS INFORMATION. Well, that would be great if I could talk to someone at my cable company. TERRIBLE CUSTOMER SERVICE. Did your issue get resolved?
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Ryan43785677345
Visitor
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1 Message
3 years ago
Not only did they not reduce my bill but it made me enter a 2 year contract to apply for it.
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user_16103a
Visitor
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2 Messages
2 years ago
I got a letter from Xfinity telling me i was disenrolled from the ACP program and they were going reverse the charges because I couldnt have lifeline as well .I called spoke to someone they said don't worry about everything is fine. I also I got a letter from lifeline that I could have both. Guess what I now have a bill that's over 250.00 from Xfinity I called FCC they said I wasn't enrolled in lifeline Anyone else have this problem.
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user_fff6ba
Visitor
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5 Messages
2 years ago
It seems many xfinity customers are having this same issue with not receiving the ACP credit. It also seems we are all getting the run around. Has anyone gotten a resolution to the problem? Please post your resolution so we can follow your lead.
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Again
Expert
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31K Messages
2 years ago
Just an FYI.....in order to receive the $30 ACP credit on your Comcast bill, you have to fill out two forms, one with the ACP where you will be approved and get an ID number, and one with Comcast. Please note: the information on your Comcast account must match the information you give to the ACP program or it will be kicked out and you will not receive the credit.
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user_fff6ba
Visitor
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5 Messages
2 years ago
My information is good. I was already approved and given my first credit. What else do you suggest?
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