Visitor
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1 Message
Disconnection error
Disconnected after paying $459 and being promised a $266 overcharge credit
I am requesting a manual review by a corporate digital care agent or supervisor to restore my service.
Last month, I paid $459 toward my bill. Xfinity officially informed me that I was overcharged and issued a credit of $266. Despite making this massive payment and being owed a credit, my services were completely disconnected today.
When I called, the frontline representative refused to reconnect my services, claiming I have a permanent "past due balance." This is a clear system error where my $459 payment and $266 credit have not been correctly reconciled by your billing software. I have proof of payment from last month. Please have a supervisor look at my actual transaction history, clear this incorrect system block, and restore my service immediately.
XfinityRay
Official Employee
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4.2K Messages
18 hours ago
Hi there, @user_e3nc1a! Thanks for reaching out about your service being interrupted. We are happy to check on everything and find out what is going on. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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. An "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.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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