Billed for incorrect service and unauthorized credit card payment

I went to the Xfinity store in the Upland Square Shopping Center in Pottstown PA, several weeks ago to find out why my bill was not reduced after I returned 3 cable boxes and was told by the phone tech and a store tech, at this store, that I would see a $30 reduction in my bill; $10 per box returned. Well, that at never happened. My bill increased to $310.47. This was the 2nd time I was at this store for this exact reason. Bill reduction by returning cable boxes.

I was waited on by a Tech named Angel and the Store Manager, together they worked on my bill, reduced it to $277/month. Giving me no phone, lower Internet speed (we are Seniors and don't Game), the sports package and Max. When they finished with my new package and told me that my bill was now $277/month. But I could lower my bill by an additional $10 a month if I auto-paid, I answered, "NO, I can't authorize that because it is not my credit card, it's my partners".

I got a text message today saying the bill was Auto Paid!. I had my partner look at her credit card and there it was ! I DID NOT AUTHORIZE THAT, as I have said. ITS NOT MY CREDIT CARD! The bill is the same as it was before I went in and had it reduced.

The 2 techs in the store were lazy and did nothing to help me. I asked them to print out my bill and they refused, saying I had to wait for the manager, WHO WAS IN THE ER RIGHT NOW!!!!!! What?????? Needless to say, the more they did nothing, the hotter I got!

I have been with Comcast since 1986; to get this kind of Customer Service is HORRIBLE.

This MUST be resolved immediately., I have gone to this store 4 times for this same issue!

If this isn't resolved this week, I will be contacting an Elder Care Attorney for theft from a Senior without their permission. I will also be going to my Township about this issue as well, since we are stuck with ONLY comcast as a cable company.

Responses

ccRuben

Retired Employee

•

729 Messages

1 year ago

I am sorry to hear about this! This is definitely NOT the experience we want for you. Please take a moment to send us a direct message, we will be happy to help you.

Here are instructions on how to send us a DM in case you need them:

Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

We look forward to hearing from you.

trals

Visitor

•

2 Messages

I called a Retention phone number that a previous Tech had given me. I the spoke to a Tech, named Juddian. She was EXCELLENT!

I told her how I was laughed at by the 2 young men working the morning of Jan 11th at the Xfinity Store in the Upland Square Shopping Center in Pottstown PA 19464, who did NOTHING to help me, just sat on their butts and didn't move to at least print out my bill, seeing how upset I was at the constant screw ups by Comcast with both my package and billing. I had been there 4 times total to fix this problem.

As it was, Juddian found that my package had in fact been updated from the month prior but the billing was incorrect, and they were refunding me the overpayment. From this point, we straightened out everything. No autopay, where the credit was going to, and refunding 1 of the double payments (it was paid by us and the autopay) as a credit back to the credit card of my partner's, that they had no permission to do. (I am the primary holder of this account).

After we got everything straightened out and since I have been a customer since 1986, she was able to find us additional savings on our plan. We are retired and on fixed incomes.

As a Cybersecurity Engineer for the Federal Government, I can tell you that having someone that understands the issue, and gets to the crux of the problem immediately and not only resolves the problem, but goes the extra mile to ensure all is correct, should be Commended for her outstanding service! She is an asset to Xfinity Customer Service! She should be rewarded!

1 year ago

ccRuben

Retired Employee

•

729 Messages

@trals Thank you for the update, we can definitely make sure that person gets the recognition they deserve. Please send a direct message using the information above and we can get some information. Thank you!

1 year ago

ccRuben

Retired Employee

•

729 Messages

Thank you for taking the time to reach out. I am happy to hear the issue was resolved by one of our great agents! I would like to access your account in order to see who handled this and make a ticket to make sure they get recognized. May I please have your name and address? Thank you.

1 year ago

Billing

trals

Billed for incorrect service and unauthorized credit card payment

ccRuben

trals

ccRuben

ccRuben

New to the Community?