Visitor
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1 Message
How to escalate to someone who actually understands billing issues
Since signing up my new contract last November I've had a consistent billing problem every month. The contract was at $20/month but I keep getting billed $50, without applying a $30 mobile discount to my internet bill. The contract I signed up is an internet + mobile bundle plan. The regular price for the internet service is $50, but I switched my mobile to Xfinity Mobile line, and I'm supposed to get $30 mobile discount for my internet bill every month. So my internet bill should always be $20/month.
In the past 6 months I've been talking to probably 50+ Live Chat Agents. Every time they admitted that it's a billing issue in the system, and they would apply a $30 discount for my bill in that month, and promised me the issue would be fixed in the next month bill. But 6 months passed, the issue is still the same - I'm still getting $50 bill every month.
The Customer Support people I'm talking to are not dealing with whatever the underlying problem is. Every time I have to spent 3-4 hours to talk to 10+ agents because they keep transferring me between different departments, such as internet billing, mobile billing, etc. The mobile billing team has no way to fix this issue because they don't have access to my internet account. This has been going on for 6 months now. It's an endless stream of promises that are broken and explanations that don't explain anything. How do I reach someone who is at a level of support that they actually understand what they're doing, and can set things up so that we actually get billed the amount that we've been promised over and over we would be billed? It is unconscionable that we have been made specific promises by Xfinity CS and these promises are broken again almost as soon as they're made.
CCElizabeth
Problem Solver
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908 Messages
3 years ago
@dearsuyun Hello and thank you for taking the time to create this post. I am saddened to hear that your experience with your bill has not been up to par. Our team is here to help, and we are more than happy to take a look at your account and billing to see what could e causing this.
Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
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user_33f8f8
Visitor
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3 Messages
3 years ago
Xfinity has outsourced everything over seas for maximum profits while cutting American jobs. It is virtually impossible to get competent customer service with Xfinty so stop trying and cancel everything with them like I am doing today. TV is cancer anyway. 10 mins programs then 20 mins commercials
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user_33f8f8
Visitor
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3 Messages
3 years ago
Xfinity has outsourced everything over seas for maximum profits while cutting American jobs. It is virtually impossible to get competent customer service with Xfinity so stop trying and cancel everything with them like I am doing today. TV is cancer anyway. 10 mins programs then 20 mins commercials
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user_33f8f8
Visitor
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3 Messages
3 years ago
Xfinity has outsourced everything over seas for maximum profits while cutting American jobs. It is virtually impossible to get competent customer service with Xfinty so stop trying and cancel everything with them like I am doing today. TV is cancer anyway. 10 mins programs then 20 mins commercials
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user_e99fda
Visitor
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1 Message
3 years ago
I am currently struggling with the same issue. Due to Xfinity's errors, which they have consistently admitted in phone calls with agents and the technician himself, they have absolutely wasted days of my time by misdiagnosing my issue, sending me an unnecessary and incorrect new box that I could never setup. Spent so much time trying to set up a box I could have never had in the first place. Even went to the store to replace it, and they gave me the same box! After promising that I would not be charged for the technician, if the problem was on Xfinity's end, the technician came, admitted the problem and fixed the issues. However, I am still being charged for his visit, and for shipping and handling of the wrong box that was never used.
I have spoken to agents on the phone, and on chat, and no one is able to remove the charges for me. How do I escalate this and speak to someone who can make a decision for me?
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saty_123
Visitor
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2 Messages
2 years ago
I have opted internet connection with 400 mbps and rented xfinity Modem/Router device, when I installed it at my home, I didn't not get even 10% of promised speed. I contacted couple of time customer service (it was nightmare to go through automated system). None of them are able to resolve my issues even after they sent technician to my home and billed with unwanted charges (such as Installation(which was done by me, Netflex - not opted). I am totally disappointed about thier poor internet service and customer service. it's been very difficult to deal with their team to resolve the issues and I am not sure how to resolve this. Horrible service
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user_f86f66
Visitor
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1 Message
2 years ago
Were you ever able to get a resolution to your issue? I am having the same problem with the same discount except we were originally receiving it and now they have removed it and backcharged us to repay some of the discount already received. I concur with the exact same run around being transferred back and forth between departments.
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