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user_z5xgdw

3 Messages

Thursday, March 27th, 2025 12:42 PM

Erroneous $800 bill

I've been dealing with a billing issue since February 19th. I've spent dozens of hours on the phone with probably a dozen different people, and nothing gets done. Either Solutions are presented and aren't accomplished or Solutions are presented and are erroneous. Either way living with an almost $800 Bill hanging over your head that just won't go away is daunting. Everyone keeps telling me they know it's an error but only finance can make it go away. Isn't there anyone who can help me?

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Updated 

29 days ago

37

3

XfinityThomasD

Official Employee

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1.2K Messages

1 month ago

 

user_z5xgdw I appreciate you creating a post and apologize for the experience you've had on the phone. For clarity, is this bill associated with residential services (internet, tv, or home phone) or with Xfinity Moble?

 

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user_z5xgdw

3 Messages

@XfinityThomasD​ 

Xfinity home security

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1 month ago

0

XfinityThomasD

Official Employee

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1.2K Messages

Gotcha. I ask since our team is limited with our access to assist with Xfinity Mobile accounts, but we can view your residential account and can look further into the billing for you. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • 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.tick

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1 month ago

0

EG

Expert

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110.3K Messages

1 month ago

Concern moved here to the Billing help section.

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user_z5xgdw

3 Messages

29 days ago

February 19th original issue

March 27 original posting

April 8th resolution

I had to live with the torture of the work from an incompetent agent for 48 days!

1st of all, I found out that the whole mess started because of the guy who created my "move" ticket. Guess what? Can't hold him responsible. Why? No longer employed by Xfinity.

2nd, I had to take off from work and stand in a line at an Xfinity store during a week where all the managers were at some symposium. And of course, since my bill was about $800, nobody in the store could do anything. So guess what? I had to wait MORE!

I've personally been a Comcast/Xfinity customer since about 2002 when they bought MediaOne. THIS is by far the worst experience I've ever had.

All those wasted hours on hold, on the phone, standing in line, not getting anywhere, waiting forever... DMV ANYONE?

I dare ANY of your systems to ask me if I'm recommending your services to anyone.

My bill is currently showing a zero balance, but I'm fully expecting some of those charges to reappear AGAIN next bill.

STAY TUNED...

(edited)

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XfinityChristy

Official Employee

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2K Messages

 

user_z5xgdw Hello, and thank you for reaching out via our Xfinity Community Forums today. First, I am sorry for the frustration you have had; that is never the experience we want for our customers. Knowing everything you've been through with this billing issue since February, and the sheer frustration you've described over the past 48 days, I want to ensure that this is truly resolved and that you don't have to worry about those charges reappearing.
 
To do this, could you please send me a direct message with your full name and service address? This will allow me to access your account details and double-check everything on my end. I want to provide you with the peace of mind that this billing nightmare is truly behind you. I understand that words might feel hollow after the experience you've had, but please know that I am committed to ensuring your account is accurate and that you don't have to spend any more time worrying about this. 
 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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.tick

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29 days ago

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