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user_3af5a3
1st Topic

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2 Messages

Sunday, June 19th, 2022 6:23 AM

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Got scammed to switch to a higher cost plan with ACP credit without me applying

Comcast agent on a chat communication explicitly scammed me to switch to a higher cost plan than my current plan but claiming to apply the ACP discount to the bill without me to do anything. I asked specifically before committing if I need to do anything for ACP approval and the answer is no as the agent claimed that she will take care of the ACP approval. The new bill came without the promised ACP approval. Contacted comcast but they not taking responsibility. Either lowering the bill $30 per month or walk back the contract to my previous plan to resolve. I would not commit to switch if I need to do anything for the ACP approval. I have filed a complaint with FCC on this scam. The scam is xfinity agent convinced you to switch to a higher cost plan by making fake claim on ACP that they can apply on your bill without you applying for the ACP approval. Crazy thing is I never even bring up ACP in the whole discussion and it’s all brought up by the agent and calculated the credit into the monthly bill. Thanks god I got the chat screenshot. 

Question

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Updated 

3 years ago

1.3K

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EG

Expert

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110.7K Messages

3 years ago

Concern moved here to the Billing help section for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance. 

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CCTimothyA

Problem Solver

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785 Messages

3 years ago

@user_3af5a3 Thank you for reaching out and bringing this to our attention. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

 

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user_3af5a3

Visitor

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2 Messages

@XfinityTimothyA​ I have sent a direct message per your message.

however, i have online chatted with 4 agents already trying to resolve this but going nowhere, i have zero confidence this will go anywhere but giving it a last try before FCC complaint comes in. everything is documented in the chat history with the agent - agent explicitly told me that I don't need to do anything for the ACP credit to apply (when I never even asked for that discount in the first place) and fake claimed that she will take care of the credit before I committed to the deal. I will never commit to the deal if I need to do anything for the ACP approval and shop other vendors.

very frustrated with the way of doing business and scamming people.

3 years ago

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user_3ab452

Visitor

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1 Message

3 years ago

I have a similar issue except Xfinity is stealing the ACP and not even applying it to my account. When I call and get overseas 3rd party vendor and ask to be transferred to 2nd tier CS they refuse.  I’m filing a complaint neither APC and looking into arbitration for fraud. I cannot access my WiFi but yet have access to hotspot. Ridiculous 

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XfinityDena

Official Employee

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3.3K Messages

I am sorry to hear about the issues you are having with ACP. The best course of action would be to contact our Internet Essentials team though the link: https://comca.st/3RFCZRn or 1-855-846-8376 to speak to them about your account. 

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

3 years ago

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user_ad8cb8

Visitor

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7 Messages

It's an an xfinity problem. Not acp problem. And getting help from xfinity is like having a tooth pulled. Super frustrating,  painful, not worth it most its automated, getting a human being on the phone takes forever, and chances you can understand whatever half english they speak is slim to none..just part of how xfinity uses language barriers to rip off its customers. They calked once to ask about my problem, i was in a meeting asked them to call back.. tbey never did. JOIN CALL ACTION LAWSUIT..

3 years ago

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user_ad8cb8

Visitor

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7 Messages

@user_3ab452​ JOIN CLASS ACTION LAW SUIT

3 years ago

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user_ad8cb8

Visitor

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7 Messages

3 years ago

I had similar experience. Hate Xfinity with a passion. Can't wait for two year contract to be up. They are scamming people, thru acp, language barriers, contacts, "free" phones. Looking into class action law suit possibilities. 

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Tiredofbeingacustomer1

Visitor

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1 Message

3 years ago

In similar spot into higher plan while never wanted it and they keep the federal money. Try to stay w plan that is covered you'll get excess charges homeschooling and still no help

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XfinityDemitrius

Official Employee

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1.9K Messages

Hi @Tiredofbeingacustomer1 ,

 

Thank you for taking the time to reach out and provide your feedback via our Xfinity Community Support forums. Please accept my most sincere apology for the experience that you have encountered. Would you be able to go more into detail pertaining to your issue? If approved and applied, the Affordable Connectivity Program (ACP) credit applied towards all of our Xfinity Internet service tiers. We hope to hear from you soon. 

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

3 years ago

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