Charged for services I did not receive

Hello, I live in Atlanta, Georgia, an I am writing on this forum because my issue has not been resolved despite multiple attempts to contact Xfinity. In the month of September, I moved floors within the same apartment building and had to switch my XFinity services from my old apartment to the new one. Xfinity set up a nonfunctioning router in the apartment and despite being contacted about it multiple times, their technicians failed to show up and fix the problem. As someone who works from home, this was an incredibly stressful time for me and customer service's lack of professionalism did not help.

I ended up switching to Google Fiber as a result [Their customer service is mounds better - if you are having difficulty with Xfinity's [Edited: language] services, I encourage you all to consider Google Fiber instead. They actually respect their customers instead of trying to rob them]. Despite not being able to use Xfinity services in my new apartment, I was charged an $88 bill for that entire month. I reached out to customer service about this multiple times, and they told me every single time that what I was saying about not using the services was corroborated by their own usage data, and that my charge would be $0 and this balance would be updated in my account within the next 24-48 hours. However, this never happened. I contacted Xfinity about this issue at least 5 times, and I have the transcript and screenshots of the latest chat. I should have known that this company cannot be trusted and should have maintained records of every single chat. I come to find out today that my bill for services that I never got to access was being sent to the debt-collector. Does anyone have any suggestions for workarounds? I am adamant about not letting this company rob me by charging me for services they failed to provide despite all of my attempts.

Responses

CCKrista

Retired Employee

•

1.5K Messages

2 years ago

Hello @user_bnlzk2, thank you for taking the time to reach out on social media. I understand your concern with the charges, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

user_bnlzk2

5 Messages

Thank you Krista for your prompt response. I have done as you have instructed.

I would also like to keep this forum open until my issue is fully resolved as I would like for future consumers to be able to gauge the situation and make informed decisions before choosing to sign up for services with Xfinity.

2 years ago

Clund81393

1 Message

So what was the final outcome? I’m currently dealing with a similar situation with Xfinity. As of today, charges that I was unaware of have been sent to a debt collecting agency. A whopping $458.52……. For internet service that I never received. I’m two seconds from losing my mind on comcast.

I had previously spoke to customer support when they tried to tell me I owed $168 - I spoke to 4-5 people before finally speaking to a “supervisor “ who after hearing my side of the story said she’d credit my account for the amount owed…….. uhhh…… really…… because now I owe $458 and some change AND its been sent to a debt collector.

I smell a lawsuit.

1 year ago

XfinityGabriel

Official Employee

•

2.4K Messages

Hi, @Clund81393! Welcome to XFINITY and thank you for your time spent in reaching out. Over social media, we are a team of experts who are diligent in resolving billing concerns such as this. If you think there is an error with that credit and the amount owed, we would be happy to research this further on our end. Would you like us to help with this today?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

user_bnlzk2

5 Messages

Hi @Clund81393 - i'm so sorry to hear this. I finally got a refund for the overcharge, and the other undue charges were cancelled. It took me a whole 6 months to get this issue resolved. I would highly recommend you document every interaction [Edited: "Inflammatory"]. Barring the support I received there, it appears that the only thing they are good at doing is not taking accountability or following up on anything. Although I appreciate the support I received here, I don't think I should have to resort to a public forum to resolve billing issues. that's what customer support lines are supposed to be for.

there isn't a significant difference between Xfinity and other services - in fact, if you have XFinity, you pay with your time due to all the stress they cause. [Edited: "Solicitation"/"Inflammatory"]

(edited)

1 year ago

Billing

user_bnlzk2

Charged for services I did not receive

CCKrista

user_bnlzk2

Clund81393

XfinityGabriel

user_bnlzk2

New to the Community?