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user_ikhpr8
1st Topic

4 Messages

Monday, May 13th, 2024 7:35 PM

Closed

Escalation

I submitted an escalation form today regarding our billing dispute.  We are owed a credit on our account due to an error made by xfinity in our cancellation date from March.  How long do I wait to hear back.

Question

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Updated 

1 year ago

129

2

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XfinityAdrienne

Official Employee

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1.3K Messages

1 year ago

Good Afternoon, @user_ikhpr8! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with the billing concerns, but I am happy to hear you were able to get a ticket submitted. Typically those tickets can take up to 4-6 weeks for the investigation, and then if a refund would be due at that time, it would be sent out. Please let us know if you have any other concerns or questions. 

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user_ikhpr8

4 Messages

How long do I have to wait to hear that I have a ticket number.  I have over the course of the last months talked to six xifinity agents and was unable to resolve this issue even though it the chain of events was due to an xfinity error in the date of our cancellation.

1 year ago

0

XfinityGabriel

Official Employee

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2.4K Messages

 

user_ikhpr8, Great question. I will be happy to check the status of the refund. I am sorry to learn about this experience with this being caused due to an xfinity error on the cancellation. We can help. In order to research this further and see what's going on, I will just need to pull up the account. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

 

 

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

1 year ago

0

user_ikhpr8

4 Messages

I don't see any direct message icon.

1 year ago

0

ccRuben

Retired Employee

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729 Messages

user_ikhpr8
To send a direct message: 
 
  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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

1 year ago

0

user_ikhpr8

4 Messages

thank you so much I have sent message by direct message

1 year ago

0

user_lx0bjo

1 Message

1 year ago

Hi,

I also have a customer service / billing / credit issue that was promised to be resolved in Jan and again in Feb - but still hasn't been resolved. 

I AM signed in to my account and this page ‎Escalation | Xfinity Community Forum

However, there is no "

  • "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon"

The only thing next to the bell icon is a green circle with "U" in it which drops down to view profile, bookmarks, sign out, etc. as shown in the image below.

So, The question remains HOW DO I send a Direct message to get this 6 month $$ issue resolved ???

1

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XfinityJanelle

Official Employee

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1.6K Messages

Hi @user_lx0bjo Thank you for reaching out on the Xfinity Community Forums. We are happy to look into this for you. I am sorry to read you are not getting the direct message Icon. Are you able to make your own post to see if it pops up once an Official employee asks you to do so? 

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

1 year ago

0

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