Visitor
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2 Messages
charged for service fee after told it was waived and what is with this new customer service
2 issues!!
No. 1: I had a problem with a new box it would not set up since I swapped it out and my internet speed was very weak. I was told it was $70 charge for someone to come out which is ridiculous when it is xfinity equipment that I pay for to have not working ( Since when do they charge a fee to come out when it is an issue with their equipment that I rent? I have been a customer since 2010 and the whole reason for using xfinity modem etc is so there was no charge...what has changed there?) Anyway the customer service rep said they would waive the $70 fee as well as the tech said he will also make a note to waive the fee as it was Xfinity faulty equipment and Line that was bad. To my surprise, my current bill now has that $70 fee added to it. I spoke to rep and they said they will email a supervisor to credit the bill?? Which is ridiculous to begin with that they cannot just credit my bill? It has been 3 days and no credit is showing on my bill. This is absurb...how hard is it to credit to bill?? Since when does a supervisor need to be emailed and I dont get a resolution of a credit right away before the call ends?
Number 2: Is it just me or is this new automated system frustrating? Why can't I just speak to a rep this whole 5 mins going through the automated system then to receive a text message all to just to get a live rep is ridiculous and then when you get a rep you can barely hear them. The last few sounded like they are out at a party and I can barely make out what they are saying. I had another issue I needed to deal with after the service fee as the rate on my plan expired and like I do every year I call and adjust and I was so frustrated over the service charge and trying to talk over the background noise I just ended the call. you hear screaming in the background. I am all for the new working from home but seriously the call centers were quieter. I dont call xfinity much over the years but this past week has been ridiculous and what was keeping a customer and not minding oaying a bit more for cable was the great customer service and ease with Xfinity and lately I am rethinking that.
XfinityMichaelC
Administrator
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4.3K Messages
3 years ago
Greetings, @user_15ed72! Thanks for reaching out to us on the Forums! I hope you are having an amazing night aside from the billing issues! I apologize to hear of the experience you had when trying to call in as well. We can certainly get things looked into with the credit and see if there is a new promotion available. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?
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