1 Message
Billing issues, cancellation issues
I have been in contact with Xfinity for over 6 hours in the past two weeks. I initially reached out to lower my bill which turned out to be a nightmare. A representative promised to lower my bill and told me to approve the change to my account, what he did is created a new account for me with a completely different address out of state. I have now been trying to get confirmation that the account that I did not approve was closed. Everyone refuses to send me an email or letter confirming that it was closed. I spoke to a representative Alex on the phone today who assured me that the account was closed last week, she provided me with a reference number for all I may know it's just a bunch of numbers and letters. After that conversation I received a text message that in order to complete closure of the account I have to return equipment, equipment that was sent to an address 3000 miles from me. I have been promised call back from 3 people stating that "back office" or "supervisor" is working on but I still have not heard anything back.
XfinityAldrik
Official Employee
•
2.1K Messages
2 months ago
Thank you for reaching out to us @user_7o9q0n! I know I personally would want to know this out of state account was fully closed and would not accept having to return equipment 3,000 miles away.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (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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