charged for services not received

I have been trying to change my service with xfinity because I am getting charged for internet speeds that I do not get, an emergency phone that doesn't work when the power goes out (like emergencies!) , and tv fees and taxes that I do not use. I wanted to change my plan to just internet but I have to pay for services I did not have or use while I was moving.

I have been a loyal customer for almost a decade and I am surprised they treat us like this, but then I look at all of the various monopolies who could care less and reality sets in.

Im not sure if a complaint to the FCC or FTC would even help, but I've been paying for services I do not get for years.

Responses

XfinityGabby

Official Employee

•

1.5K Messages

8 months ago

Hello, user_dng7bn. Thanks for reaching our team on Forums regarding your services. When running a speed test what speeds are you getting vs what you should expect? In addition, are you running a hardwired test or wireless? The Broadcast TV Fee is an itemized charge based on our costs of providing the local broadcast stations that we carry on our cable systems in each area. These costs include fees that broadcast stations charge us to carry them on our cable systems, fees that are among the fastest growing components of our programming costs. We itemize the Broadcast TV Fee as a separate line item on our customers' monthly billing statements to be more transparent about the factors driving price changes. It's a priority to Comcast to clearly show these fees, and any increases, to our customers. Your Xfinity Voice services will not operate during a power failure unless you have a backup power source such as a backup battery.

user_dng7bn

2 Messages

@XfinityGabby thank you for the response. I have had technicians who have come, the last was this month... He said that the equipment in the area is so poor that he is going to suggest that xfinity stop providing service to the area. I have never got the correct speed, usually I get 1/4 speed and occasionally I get 1/2 speed.

I have used wired connections to speed test. I recently moved apartments and was going to decide whether or not to continue my service due to never receiving the stated speeds that I pay for.

My bill was increased without me knowing, it caused me to get an overdraft fee from my bank because I was not expecting my bill to go from $150, to almost 300? I am supposed to he receiving the acp credit, which disappeared but when I try to renew it says I am already active.

I get a service rep who tells me one thing, then I call back to be told contradictory statements?

So I got overcharged, while i was moving, for services I didn't use? Then I can't cancel the Tv phone part of my plan unless I pay for the overcharged/not used/ underspeed when used services?

8 months ago

user_d9i7ap

1 Message

My service is out every day for at least half a day. I'm being charged for this time that I have no service. I am going to have to find another provider

3 months ago

XfinityJanelle

Official Employee

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1.3K Messages

Hi @user_d9i7ap Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the loss of service. I would be more than happy to offer my assistance looking into this further for you. Is this happening at a particular time of day?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

XfinityVictor

Official Employee

•

892 Messages

8 months ago

user_dng7bn I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_dng7bn

charged for services not received

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