Thank you for reaching out to us on our community forums @user_1yjhso! Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. We ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
Could you please describe the billing problem you are having? Our team would love to assist!
I have called multiple times trying to get a credit posted on my bill. Today I tried to reach a supervisor but was unsuccessful. How do I reach someone who can help me??
Note: This comment was created from a merged conversation
originally titled billing credit not posted
Oh okay, do you remember the date the credit was applied to your account @user_1yjhso? At the top of your monthly bill, there is a date below “Billing Date”, this date is when your monthly bill generates. If the credit was applied after the bill already generated, the credit will not appear until the next billing cycle generates. For example, if your bill generates on the 1st of each month and the credit was applied to your account on the 2nd or a later day in the month, the credit will not appear until the next bill generates on the first of the following month.
Was this credit for Xfinity Mobile services or for residential services such as cable, internet, home phone, and/or home security?
(edited)
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.
My billing date in the 3rd. I was billed $100 for a service visit on my cable/internet bill. I had scheduled the visit after I received an email advising the was a problem detected with my service. The email further said I could have someone come out free of charge. The most recent time I was in contact with a representative was 12/14. Usually, I can see a credit on my account right after it has been applied. At this point I can obviously wait until the next bill since it should post soon. How can I escalate the issue if the credit doesn't appear on my next bill? I have tried with 3 different people trying to get this taken care of.
Perfect, thank you for clearing that up for us. Since it is your residential service, I can double-check and make sure it is taken care of so you don't have to worry. When you get a chance, can you send us a direct message? The icon should be in the top right and look like a chat symbol right next to the bell icon. Here are the full instructions if you need it.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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.
I tried to find the new message but no luck. My bill posted and the $100 credit has NOT been applied. Please let me know how to reach someone directly. Thanks
Thank you for reaching back out to us @user_1yjhso! Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging Click the "New message" (pencil and paper) icon The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there - As you are typing a drop-down list appears. Select "Xfinity Support" from that list - An "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
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.
XfinityAldrik
Official Employee
•
2.2K Messages
1 year ago
Thank you for reaching out to us on our community forums @user_1yjhso! Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. We ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
Could you please describe the billing problem you are having? Our team would love to assist!
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user_1yjhso
7 Messages
1 year ago
I have called multiple times trying to get a credit posted on my bill. Today I tried to reach a supervisor but was unsuccessful. How do I reach someone who can help me??
0
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user_1yjhso
7 Messages
1 year ago
I was supposed to receive a credit on my account which still isn't there.
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user_1yjhso
7 Messages
1 year ago
My billing date in the 3rd. I was billed $100 for a service visit on my cable/internet bill. I had scheduled the visit after I received an email advising the was a problem detected with my service. The email further said I could have someone come out free of charge. The most recent time I was in contact with a representative was 12/14. Usually, I can see a credit on my account right after it has been applied. At this point I can obviously wait until the next bill since it should post soon. How can I escalate the issue if the credit doesn't appear on my next bill? I have tried with 3 different people trying to get this taken care of.
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