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user_bljias
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2 Messages

Sunday, March 24th, 2024 12:41 AM

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Disingenuous billing for Xfinity-initiated "free" service visit

Just FYI - Xfinity sent me an email, copied below, that a tech needed to visit to check speeds due to a disruption. The email stated multiple times the service visit would be "free" and was because of a possible service issue. 

However, the next month, a $100 service visit appeared on my bill "because of policy" according to the agent. The charge was reversed, but this is one more example of why Xfinity has horrible customer service and is extremely low-ranked for service. 

https://www.cabletv.com/internet/best-internet-providers-in-customer-satisfaction

"Free visit" that wasn't email - this is close to fraud and anyone else who received a similar email from xfinity should carefully check their bill. 

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Question

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Updated 

1 year ago

375

1

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XfinityMarcus

Official Employee

 • 

1.6K Messages

1 year ago

@user_bljias, I appreciate you using the Community Forum to reach out today, and apologize for any miscommunication we presented regarding the costs associated with service appointments. There are a number of factors tied into the rates and availability of service appointments, which can lead to confusion, however that does not excuse the importance of maintaining your word. We are glad to hear that the charge was reversed for you. Are you currently experiencing any ongoing account concerns that we could look into?

2

0

user_bljias

2 Messages

No.

The problem is that you charged $100 for a visit Xfinity requested to address a possible service issue caused by Xfinity in the first place.

How could Xfinity charge for a free visit in the first place? How many other people paid you another $100 for a free visit in response to the same email asking customers to schedule a "free visit" and didn't notice it on their bill?  

1 year ago

0

XfinityMarcus

Official Employee

 • 

1.6K Messages

@user_bljias, without seeing the account myself I am unable to speak into what exactly may have occurred or the likelihood of reoccurrence. The only information presently avaiable is what you have posted, however this sort of situation is exactly what makes our Digital Care Social Media team so important. We are able to come across instances like the one you have laid out and ensure that we are doing right by our customers to the best of our abilities. This is why I asked if you had any ongoing account concerns that we could look into for you moving forward. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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