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Thursday, June 6th, 2024 5:14 PM

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Live Xfinity agent lied and told me my bill was extended but while in the middle of working from home my services were interrupted

On Tuesday I spoke to a live Xfinity agent via chat on the app and told him my situation that my bill was due on Thursday and that I need an extension until Saturday. He said  he'd see what he could do and he came back and told me that he could have extended it until Saturday the day that I get paid, and that the services will not be interrupted ,and not to stress and worry about anything. Today while I was working from home my services cut out in the middle of me working even though I was told that it would not be interrupted. I have  screenshots proving what he said to me ,and on the date that he said it to me and what date I could pay the past due balance. I could have figured out some type of way to get the past due balance paid if I was told there was no option but I was lulled into a false sense of security, and now I possibly could get fired. I talked to two agents and they both told me the same thing, that there's nothing they can do unless I pay the balance on my account. I need someone to reach out and rectify this situation.

Official Employee

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1.4K Messages

11 months ago

@user_39ccj8 Hi there! Thank you so much for reaching out to us here for help! It was the right move. I'm sorry that you promised that the services would remain active and that they were shut down. Please allow us to help and get you back online. I know how absolutely vital the services are for work!. Please send us direct message with your name and service address from there we will verify the account and help to restore the services and work to set the correct arrangement. Also, please send us the screenshots that you have, so we can show the team proof of the promises the agent made to you. 
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

1 Message

5 months ago

I have had same thing happen to me said they successfully extended my payment until November 30th and that I had nothing to worry about my services would not be interrupted and well November 25th my services were interrupted. Surely something can be done about this company lying to there customers and then them saying there is nothing they can do to restore services and sorry for the inconvenience and if they could turn back on they would 

Official Employee

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1.8K Messages

Hey @user_we72te, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity account and billing with the payment arrangement. If the account is past due, you do have some self-service options available to you. We would not be able to process a payment arrangement remotely and would direct you to do so online.

 

In order to set up a payment arrangement, you would need to visit our 'Set up a payment arrangement for your Xfinity balance' support page. This help page would provide you with steps on how to secure your services if the account is past-due and at risk of suspension. 

 

Depending on the account history and balanced owed, there is also an option to make the past due balance payments in 12-month installments. Additional information, requirements, and eligibility can be found by visiting our 'How to set up an installment plan for a past-due balance' support page.

 

If the Xfinity account and services are suspended, I highly recommend giving our 'Set up a payment arrangement for your Xfinity balance' support page a view and see if this is something that can be processed for the account to restore services.

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