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Visitor

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2 Messages

Mon, Sep 6, 2021 2:26 AM

[Issue] Issue with installation charge happened on my account

Hi there,

I just moved into an apartment, and I had faulty coax connector in my media panel which caused slow and poor internet connection. The technician replaced the faulty part, and guaranteed that the visit was free of charge as I was not liable for the issue. However, when I check the billing statement, I found out that I was charged with the visit happened on August 7 for $100.

While I was chatting with a online representative regarding billing issue, Deepak rebooted my modem twice just to cut the conversation. I have video recording for the incident. 

I have filed a BB complaint, and now request Xfinity to resolve this matter. 

Your complaint case number is 15838010. If you provided an email address, you will receive an email with a link to your case within approximately 48 hours. You may click here to print a copy for your records. BBB acts as an impartial third party between you and the business in an effort to resolve your complaint.

Official Employee

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172 Messages

2 m ago

Hello there @derpydoggo and thank you for your feedback about your recent experience and for providing all the details. Having a promise of not being charged, seeing a fee, and not being able to get everything resolved when chatting with us would be upsetting. This would upset me if I was in your shoes and would be reaching out too! You have come to the correct place for help and to provide you with the correct resolution. Please send us a direct message with your full name and address. Here is how to do so:

 

(Full credit to @BruceW for this excellent explanation!) 



"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:



 • Click "Sign In" if necessary



 • Click the "Direct Messaging" icon or https://comca.st/3BNx18L



 • Click the "New message" (pencil and paper) icon



 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there



 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list



 •  - An "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



See https://comca.st/3kYXwkR for an example.

Visitor

 • 

2 Messages

2 m ago

Thank you, I have initiated a conversation, and looking forward to hearing back from Xfinity Support.

Official Employee

 • 

172 Messages

Perfect! We have responded to your conversation and looking forward to getting to the bottom of this with you! :-) 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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