Visitor
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1 Message
Bill Credit
I recently began using Xfinity, and the new router I picked up from the store did not work. I spoke on the phone with several Xfinity representatives, one of whom assured me that if the router was faulty that they would credit back the technician installation fee to my account, as well as future credits against my bill for the inconvenience of a new router not working. The technician who came to my apartment confirmed the router I had was faulty, and replaced it with a new one. The new one has worked since then.
Then, I was charged a $100 installation fee. I then spoke with Xfinity again, and he assured me that they were processing my credit request, and to just manually pay the monthly bill for this month, and leave the $100 installation fee on my acccount, and that it would clear once approved.
It is now a week later and the $100 is still showing as due on my account. Is there any way to check the status of a credit, or have someone from Xfinity confirm they see this as "in process"?
XfinityMatthew
Official Employee
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1.9K Messages
7 hours ago
@user_c451w3 Hello. Thank you for reaching out. Sorry to hear the service took some extra work to get you up and running, but good to know it is working well now. We can certainly check the status of the credit for you. If a credit was issued they usually apply within 48 hours, but you would not see them until the next billing statement. Please send us a direct message with your full name and service address, and we can take a look.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (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.
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