Billing/Service Disconnection — Extension Granted Through Chat Was Not Honored

I am extremely frustrated with how this situation has been handled and need an Xfinity employee who can actually review my account and resolve this.

My current past-due balance is $287. I understand that I have a balance, but the issue is how I got to this point.

I previously contacted Xfinity through chat and was granted an extension for my payment. Something went wrong with the chat/system, and the extension was apparently not properly applied to my account. I am now being told that I “defaulted” and therefore cannot receive a payment arrangement.

I have the original chat documentation showing what I was told.

Since then, I have been given completely conflicting information. One representative told me there was nothing Xfinity could do and that I had to pay the entire $287. Another representative told me a supervisor was unavailable and that I should go to a store because they might have additional access. I was then transferred to the Billing team, and the Billing representative told me that she was speaking with her team and that my services were being restored.

My services were NOT restored.

I am now being told again that Xfinity cannot restore my service unless I pay the full $287.

At this point, I need someone to review the original chat, account notes, and payment-arrangement history and determine what happened to the extension I was granted. I am not asking for Xfinity to simply erase a legitimate balance. I am asking Xfinity to investigate an extension that was granted to me and appears to have been improperly processed, which subsequently caused me to be classified as having defaulted.

I need this escalated to someone with the authority to review and correct the account and restore my service. I have been given multiple contradictory answers and have spent hours trying to resolve this.

Please have an Xfinity employee review the account history and the original chat interaction rather than simply repeating that I need to pay $287.