Visitor
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3 Messages
disconnection of service due to unauthorized and incorrect services being billed from xfinity
Over the course of my service, I was billed for additional services and features that I did not authorize, request, or use. These charges were included alongside my regular internet service fees, which significantly increased my monthly balance without my knowledge or consent.
I made multiple attempts over the past several months to resolve this issue by contacting customer support. Unfortunately, my experience has been extremely frustrating, as calls were frequently disconnected while I was speaking with agents, and I did not receive any follow-up or return calls to continue resolving the matter. This made it nearly impossible to address the billing discrepancies in a timely and effective manner.
When I was finally able to speak with a representative about disputing the charges, I was informed that no adjustments or investigations could be made unless I first paid the full past-due balance, which is now over $500. This requirement places me in an unfair position, as it obligates me to pay for disputed and potentially invalid charges before they are even reviewed.
As a household that has been enrolled in the Internet Essentials program for lower-income families, I am especially concerned by these billing issues and the lack of support provided to resolve them. This program is intended to ensure affordable and reliable access to internet service, yet my experience has been the opposite.
As a result, my internet service has been disconnected, which has created a serious hardship for my household. I have a son who relies on internet access for his online schooling, and he is currently unable to attend classes or take required tests due to the service interruption.
I am requesting a thorough review of my account, removal of any unauthorized charges, and reconsideration of the requirement to pay the disputed balance before any resolution is offered. I also ask that my service be restored while this matter is under review, given the impact on my child’s education.
I am willing to pay for legitimate services rendered, but I am seeking a fair and reasonable resolution regarding the unauthorized charges on my account.
XfinityDuron
Official Employee
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750 Messages
28 days ago
Hello @user_pwd6xh I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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user_pwd6xh
Visitor
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3 Messages
24 days ago
I am writing to follow up on my previous complaint regarding the disconnection of my internet service, which still remains unresolved.
After submitting my initial complaint, I was contacted by email and assured that my issue would be reviewed and resolved within 24–48 hours. However, that timeframe has now passed, and I have received no meaningful follow-up, no resolution, and no restoration of my service.
This lack of response is extremely frustrating, especially given the time-sensitive nature of this issue. As previously stated, my internet service was disconnected on the 22nd, and despite spending hours on the phone with multiple representatives—many of which ended in dropped calls without callbacks—there has still been no progress.
The continued disruption is creating a serious hardship for my household. My son depends on internet access for his online schooling, and this ongoing issue is directly affecting his ability to complete tests and assignments.
Additionally, I was enrolled in the Internet Essentials program, which is intended to support families in situations like mine. The failure to follow through on your stated commitment to resolve this issue within 24–48 hours is unacceptable.
At this point, I am requesting:
I expect prompt attention to this matter. If this issue is not addressed immediately, I will have no choice but to escalate further.
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user_rwp12
Visitor
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2 Messages
13 days ago
I am in an almost identical situation. After the lies and frustration I filed a complaint with the BBB. While Xfinity is not an accredited business with them, they will still try to help. I am following your post. Maybe one of us will get a solution. Good luck.
(edited)
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