Visitor
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1 Message
Issue with my bill
I was charge for 2 professional installs on my bill. I was told by both technicians that these charges would not occur because the issue I was having was caused on the Xfinity side so the fees will be waived. When I try to get someone on the phone it tells me I have to use Xfinity assistant chat to speak to someone. When I try, the response is always I don’t know the answer to that. Can I please speak with someone that will help me remove these charges from my bill??
XfinityPeterH
Official Employee
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1.8K Messages
7 days ago
I understand your frustration regarding the charges for the two professional installs on your bill. Both technicians assured you that these fees would be waived due to the issue being on Xfinity's side. It's concerning that you're unable to get a clear answer through the Xfinity assistant chat and phone support.
To resolve this matter, please send us a direct message with your full name and address. We'll ensure that someone who can help you remove these charges from your bill gets in touch with you promptly.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e
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