Visitor
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3 Messages
Conflicting Billing Information, Service Suspension & Request for Immediate Resolution
I am requesting escalation to Xfinity’s Corporate/Executive Customer Relations team regarding an unresolved billing and service issue.
I have documented multiple interactions with Xfinity representatives in which I was given conflicting information regarding payment arrangements, Promise to Pay options, and a customer loyalty installment option.
Most recently, my account itself displayed “Payment arrangement scheduled for Aug 10,” while also showing two separate scheduled payments of $126.50 — one for August 11 and another for September 3. At the same time, representatives have told me that I have no payment arrangement and that no extension is available.
I have also been told by a representative that I could potentially use a customer loyalty agreement/installment plan once my account was active and in good standing. Another representative subsequently told me I was not eligible for an arrangement.
I have screenshots documenting these conversations and my account information.
I am not refusing to pay my balance. I am asking Xfinity to review what I was told, review the notes on my account, explain the conflicting information, and provide a reasonable way for me to restore my service.
I work from home, so the suspension is directly affecting my ability to work. I have also experienced repeated service interruptions while maintaining my Xfinity service, and the recurring $5 credits I have received do not adequately address the frequency of those interruptions.
I have been a loyal customer and would prefer to remain with Xfinity, but the inconsistent information and lack of resolution have seriously damaged my confidence in the company.
I am requesting a corporate-level review, immediate assistance with restoring my service, review of the loyalty/installment option previously offered to me, and a review of my account for appropriate service-interruption credits.
Please provide me with a documented resolution rather than directing me back through the same standard customer-service process that has already produced conflicting answers.
XfinitySean
Official Employee
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857 Messages
14 hours ago
Hey user_zt4894, thanks for reaching out here on the Xfinity Community Forums! I'm sorry to hear that you've received conflicting information about the payment options for the balance on your account. Our team can absolutely look over the account to see how we can help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!
How to Send Us a Direct Message:
How to: Direct messaging within the forum
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user_zt4894
Visitor
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3 Messages
2 hours ago
Thank you. I really appreciate you reviewing this because I’ve been getting completely conflicting information from multiple Xfinity representatives, and I have screenshots documenting every interaction.
My main goal is to have my service restored and to find a reasonable payment arrangement that allows me to keep my service active. I was previously told I could potentially receive a customer loyalty/installment option, but then another representative told me I was not eligible. I’ve also been told different things about whether I had a payment arrangement versus simply having scheduled payments.
My account is currently showing a “payment arrangement scheduled” while also showing two separate $126.50 scheduled payments on different dates. Meanwhile, representatives are telling me that no arrangement exists and that I have to pay the past-due balance to restore service.
I need someone to review the actual account notes, payment history, previous offers, and prior interactions and tell me exactly what happened. I am not refusing to pay my bill. I am asking Xfinity to work with me because I relied on information provided by your representatives.
I also work from home, and I’ve had repeated service interruptions in addition to this suspension. I would like my account reviewed for appropriate outage credits as well.
If there is any available loyalty, installment, Promise to Pay, or other payment-assistance option that can restore my service without requiring the entire past-due balance immediately, I would like to take advantage of it.
I would really like to remain an Xfinity customer, but I need this resolved because the conflicting information I’ve received has been extremely frustrating.
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