Comcast electric bill being sent to me - no resolution after months

I'm back! My Comcast saga continues. For some reason I am getting the Comcast electric bill for the new service to the new pedestal that was installed in our area earlier this year. I have tried calling the Xfinity support and chatting MULTIPLE times but the offshore support has never been able to solve any question I have given them. I so wish Xfinity had a Tier 2 support that could actually solve an issue or even pretend to try and solve an issue.

Anyway, I have been getting an electric bill for Comcast sent to my address (I assume it's because they had a work order to tap off my power transformer from the electric company.) Anyway, it started with the install fee and now continues with the monthly charges. I have spent several hours trying to contact Xfinity support to resolve this and at first they would not talk to me because my service was not yet installed. Then they said, "Don't worry," because someone will pay it. I can't remember the other excuses.

At this point in time, these forums are my last attempt to be a good customer. I only wish I can bill Xfinity for MY TIME spent trying to resolve this. If Xfinity does not take ownership of this I will continue to NOT PAY the Comcast electric bill and suspect that at some point the electric company will disconnect service for non-payment and Xfinity service will likely incur an extended outage. I don't know what to do at this point. It's NOT MY PROBLEM, but I am trying to raise awareness back to Xfinity and support has no idea how to escalate or deal with any issues that are not Tier 1 and clearly outlined in their runbook.

Xfinity, please, please, please contact the electric company and have this switched to YOU to pay as this is not my electric bill and I am NOT responsible for powering your fiber pedestal. I am going to continue to NOT pay this bill and hope that someone in corporate resolves this before many more customers are suddenly out of service due to power being shut off. I am done wasting more than 6+ hours of unreimbursed time trying to correct your mistake and get this bill routed to someone in Xfinity corporate who can correct the account information and get it changed and paid.

Regards

New(er) frustrated, angry, at end of rope customer

Responses

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Selected Oldest First

EG

Expert

•

121.3K Messages

1 month ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityOrlandoM

Official Employee

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3.7K Messages

1 month ago

@user_7o58yh

Thanks for reaching out to us. I do apologize for any inconvenience. I am Not aware that Xfinity has an electric company that bills customers, so this is very new to me. The pedestals located on the customer's property are owned by Xfinity and fall within the easement rights.

To get a better understanding, who are you receiving the bill from and is there a contact number for that company for you to call?

user_7o58yh

Visitor

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9 Messages

@XfinityOrlandoM

Yes, I am very aware that this is NOT an electric bill from Xfinity. I believe this is a clerical error from the time the initial electric service was installed and tapped off my transformer.

I just received yet another bill yesterday which continues to be unpaid. I reviewed it and it includes the initial cost for the service install (nearly $3k) as well as the monthly usage charges over the last couple of months. The bill is clearly marked COMCAST and has a different account number than my normal (personal) electric bill.

I tried to call the power company and they told me that there is nothing they can do on their end until Comcast handles this. It's why I am frustrated and angry. Just the fact that I am writing this email is taking more time on my part to try and resolve this situation. I wish I could bill Xfinity for my time spent trying to make this right. I am about to the point I stop trying to raise awareness and wait for the Comcast electric charges to continue to not get paid and then power turned off and impacting ALL users. Someone in Comcast billing needs to take accountability as the last 3 bills shows that Comcast is clearly not paying for the initial service drop nor the monthly utility fee.

I'm about at the point of I am going to stop wasting my time, effort, and Comcast can figure this out when everyone stops working.

I am completely taken off guard why it is so hard to get any kind of level of support. I would hope an employee can resolve this but it seems like I am just getting a run-around similar to when I call offshore Xfinity support. At least you understand that I, as a Comcast Subscriber, should not be getting the electric bill for Comcast to be sent to my house.

Regards

Getting tired of going in circles with no real accountability

1 month ago

XfinityDemetrise

Official Employee

•

510 Messages

I'll be happy to take a further look into this for you. Please follow the steps below to send a direct message. @user_7o58yh

How to Send Us a Direct Message:

1. Click "Sign In" if necessary.

2. Click the "Direct Messaging" icon.

3. Click the "Start new conversation" (pencil and paper) icon.

4. In the "To:" line, type "Xfinity Support".

5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6. A "Xfinity Support" graphic will replace the "To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press Enter to send it.

How to: Direct messaging within the forum | Xfinity Community Forum

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1 month ago

user_7o58yh

Visitor

•

9 Messages

Unfortunately I am done trying to be nice. I followed the directions to send a "direct message" only to have the response in the direct message tell me to please send a DIRECT MESSAGE. Sorry Comcast. I tried to spend hours of my time trying to help you get your power bill transferred to the correct address and department. However I am done spinning in circles and spending my time to address your problems for free. I'll just sit back while your electric bills keep coming to my address until it gets disconnected and you will have to figure out how to fix this and address the pending outage for all your customers when the power is interrupted by the electric provider due to non-payment.

So frustrating. So angry. I can't believe support of an almost $30B revenue company is so bad. I am done trying to be a good customer and will let this issue take it's own course due to what appears to be a clerical issue. You are done getting my time for free. Sorry.

1 month ago

Billing

user_7o58yh

Comcast electric bill being sent to me - no resolution after months

EG

XfinityOrlandoM

user_7o58yh

XfinityDemetrise

user_7o58yh

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