1 Message
I need to dispute a charge on my account and the Xfinity assistant, app, and automated responses keep me in a loop
I recently moved and unfortunately I am stuck utilizing Xfinity as my ISP.
I was initially having an issue with connection to the internet after bringing home my Xfinity modem/router combo (completely expected). I was told that I needed to set up an appointment for "professional installation" as troubleshooting issues past "make sure it is plugged in" and "turn it off and back on again" did not solve the issue.
I was told that I would be charged $100 dollars for this installation if it was deemed the issue was on my end, if not, the charge would be waived. I said okay, it is clearly not on my end, so sure, this is the only way to find a solution. During my appointment, the professional installation expert: 1. replaced my modem/router with another modem/router as mine was not functional; and 2. removed a non-functional splitter between the direct line into the apartment complex and my line in my apartment. I spoke at length with the technician who assured me that these issues WERE NOT on my end, and that his notes for the service would reflect that.
Now, approximately a month later, I am seeing a charge for $100 on my account - for "professional installation". In my attempts to contact Xfinity to dispute this charge, as it is not acceptable, I am stuck in a loop with your automated service (likely by design). Please rectify this error.
Thank you
XfinityPaula
Official Employee
•
1.4K Messages
1 year ago
@user_l2u3up Hello and thank you for reaching out to us for help with the account charge. I am sorry to hear that you needed a technician for the installation. I know how troubling it can be especially during a move when the services are not working. Typically, when there is a repair appointment booked for an account the account is only charged based on where the issue impacting the services was found, however with a new account a professional installation has to be booked within 30 days of the services starting and the account is charged the installation fee. Based on the details you provided it seems that is what happened with your account. No fear, I will help address this charge and help out with any other issues.
Please send us a direct message with your name and service address. From there I will validate the account and review for our options to remove the fee.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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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