Visitor
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1 Message
Closed Account - Overdue Balance??? WORST customer service
My apartment changed our lease and have their own WIFI for residents to use, so I had to cancel my Xfinity service.
I called Xfinity back in March to cancel my service before it goes to the next service pay period and the gentleman on the phone was able to assist me and assured me that there wouldn't be any more charges and if there were it will get reversed. He just asked to return the equipment, so I don't get charged any fees for it.
I returned my equipment a couple days after and the guy who assisted me was the same person who helped me set up my account and equipment when I first started service and confirmed with me, I am all set, and no other balances to be settled. I also have been using my apartment's WIFI since April.
I got a few messages about an overdue balance but thought it was just a mistake until today (May 27) I got a message saying to pay before they send it to a collection agency. I have tried SOOOO many times to reach a live agent, and it has been the worst, and difficult time I've ever had to get a hold of someone. (and it doesn't help that I have to deal with this while I'm at my work since I am on office hours too)
I finally got a hold of someone who was extremely unhelpful. She sounded like a robot who repetitively said ''I see you have an overdue balance of $71.03; how would you like to proceed with payment?'' like she did not get ANYTHING I was saying of being incorrectly charged for a service that has been cancelled MONTHS AGO.
I asked to speak with a manager, supervisor or a senior agent, and she asked who exactly I am wanting to speak to and I was left more confused like I know names or work there. She said her supervisor would not be able to assist and told me to go to the store I went to since they confirmed with me that I did not have any more charges. WHY would I even bother calling if I had the all the time to go to an actual Xfinity store then who sees the same thing as her on her computer? HOW INCONVENIENT!
On top of that, she told me nobody can help me anymore with my account because it's cancelled, and that SHE IS WITH the collection services. I told her about getting a message TODAY saying to pay ''BEFORE'' it gets placed with a collection agency and so it was questionable of getting told two different things which she responded, ''I did not send that message'' ???
I don't know why Xfinity is so hard to get a hold of and how this feels like a scam. How could TWO people; on phone and in person, tell me everything is settled and good and the third person tells me otherwise suddenly?!
** PS. checked online and apparently, I am not the only one going through this. There are other customers who went through and are STILL going through the same problem.
XfinitySara
Official Employee
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2.6K Messages
4 hours ago
Hello, @user_d6zu14. Thank you for taking the time to post your billing concerns within the Xfinity Community Forum. I'm sorry to hear about the trouble you've had getting this addressed, and I'd love to help in any way that I can! Typically, there's an explanation involving proration (partial charges and/or credits) based on when in your billing cycle the changes were requested and ultimately made. However, sometimes there is something we need to correct, and that's why I'm glad you got our team here!
I see that you've also sent us a Direct Message. Please just note that sending unsolicited private messages to myself or any other user is a direct violation of our Forums guidelines. You must first create your own public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference, and I look forward to assisting you further. We'll reply to your DM in just a moment!
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