Thursday, June 6th, 2024 5:43 PM

Is there a way to access chats? Incorrectly billed for something I was promised I would not pay for.

I have had a terrible time moving my services with xfinity to a new address. On Saturday 6/1, I spent 8 hours in chats/phone calls with Xfinity trying to get my internet activated. I was transferred to countless live agents both on the phone and on chat, would have to restart and re-explain my situation every single time, with no real progress. At one point the agent told me I would need a technician to come out. I was worried that I would be charged for this, especially after the lack of actual customer service, and the entire day I spent dealing with Xfinity. He told me very plainly in the chat, in two different messages, that I would not be charged. That I would see no charges on my account. Well, low and behold, I wake up to a $100 charge on my account for a technician coming to my apartment and spending 10 minutes activating my service. When I called to dispute this, conveniently, the live agent I spoke to on the phone said he can't find any chats. HOURS AND HOURS of chats, he just can't find. I can't say I'm surprised because it seems this company tries to suck any money they can out of you, and will not hesitate to lie to you or pass you off to another person. My question is, is there anyway I can access those chats myself? I took a screenshot (as I was directed to by the agent) and have that, but that wasn't accepted by the agent I spoke to on the phone. 

Allllllll of this is happening after I spent 8 hours on Saturday with Xfinity, was sold the Xfinity mobile plan to get a discount on my overall costs (as I'm a student and can't afford the service Xfinity initially wanted to charge me). There was an issue with my eSim that no one could figure out, so my account was canceled. I wasn't able to port back out of Xfinity to my old provider, so I had to change my number completely. So add that to the mess of everything else, and the three hours I spent on the phone with Xfinity the next day (Sunday). 

I have every right to ask for credit, but at the very VERY least, to not pay $100 for a technician spending 10 minutes in my apartment. After all of the trouble I've gone through.

Official Employee


1.1K Messages

1 month ago

Hello user_dwf0np

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 Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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