Charge error

"I am disputing a $100 Technician Recovery Fee on my recent bill. I am an existing customer, and my service suddenly stopped working. The technician came out and found a faulty line splitter inside the apartment, which they replaced. The technician did not disclose any charge to me during the visit, nor did I authorize a $100 fee. Because this was a routine maintenance issue on a line component and not a problem with my personal equipment, I am requesting that this $100 charge be credited back to my account immediately.

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user_p8153s

Visitor

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4 Messages

9 hours ago

Can you help me please? Greatly appreciate it, thank you

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EG

Expert

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121K Messages

6 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEmilyB

Official Employee

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3.2K Messages

6 hours ago

user_p8153s Thank you for posting on our community forum so we can help with your billing questions. I live on a tight budget, so I'd be reaching out if I saw an unexpected charge on my bill. When a professional technician is dispatched and determines the root cause of the service issue is in-home wiring, including splitters, a charge will be assessed. Going forward, you can request a new splitter free of charge from your local Xfinity service center to avoid a $100 charge to send a technician to troubleshoot your service in-home. You can learn what to expect from a service visit here.

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user_p8153s

Visitor

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4 Messages

5 hours ago

Hi,

The splitter was not part of home install kit but pre existing from Xfinity in an apartment building. I also was never told there would be a charge for this. Can you please waive the fee? I would really appreciate it. Thank you so much for your time and any help you can provide me I would be extremely grateful.

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XfinityEmilyB

Official Employee

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3.2K Messages

user_p8153s I definitely understand where you're coming from. Before a visit can be scheduled, customers must agree to a charge if the root of the cause is in-home wiring or a failed self-install. This charge helps offset the cost of labor, gas, vehicle maintenance, etc, and cannot be waived. How is your service doing after the visit was completed?

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5 hours ago

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user_p8153s

Visitor

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4 Messages

2 hours ago

It was pre-existing Xfinity equipment, a bad splitter. If the splitter was good I would have never needed the technician to show up. There was never a failed self install

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Billing

user_p8153s

Charge error

user_p8153s

EG

XfinityEmilyB

user_p8153s

XfinityEmilyB

user_p8153s

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