Charged $100 for a technician visit — never informed, reversal promised but not processed

Hi,

I’m reaching out because I’ve had an ongoing issue with a $100 “professional installation” charge that I was told would not apply — and it still hasn’t been resolved after multiple calls.

My brand-new Xfinity router never worked from the start — my service was completely offline. When I called support, the representative scheduled a technician visit and clearly told me there would be no charge, since this was a service issue, not an installation.

After the technician visit, I was charged the $100 anyway. I called back and was told the charge would be reversed within 3–4 business days. That credit never came. I then had to call again, was passed around between multiple agents, and was told the issue would be “re-opened” — but they said they couldn’t credit the full amount and that I’d need to go in person to a store, which isn’t realistic after already being assured of a credit.

To make matters worse, during that second call (which lasted over an hour and was completely unhelpful), a supervisor tried to cross-sell me Xfinity Mobile in the middle of this billing dispute. That felt completely inappropriate, considering I was calling about a charge that should never have been applied in the first place.

At this point, I’ve followed every instruction I was given and been told multiple times the charge would be removed. Please have someone from the Xfinity Support or Billing team review my account and fully reverse the $100 charge.

Thanks