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Wednesday, August 7th, 2024 4:56 PM

Nearly $5,000 Bill; Services Disconnected

Around 2018, I moved from a residential duplex to a residential apartment complex. As per my lease agreement with the new complex, I would pay a $91 amenity charge, included in my rent, each month to access Xfinity Internet within my unit. Since signing the lease, $91 is paid each month to Xfinity on my behalf via my apartment complex. 

About a week ago, I received a bill from Xfinity stating I have an outstanding balance of nearly $5000 dollars. Yesterday, my service was disconnected due to non-payment. When speaking with a Customer Service Rep, they confirmed that I am receiving Internet services through my apartment complex, but they could not confirm, however, the source of these charges. If I had to guess, when I arrived at my new apartment nearly 7 years ago, the Xfinity services I was paying for at my previous location were not disconnected--this would explain how such an inordinate balance could rack up. The Customer Service Rep informed me that they will be submitting a claim, which will lead to an investigation, to determine the cause of this issue.

In the meantime, however, my Internet services were not restored, despite the fact that I am current on my bill (in the sense that I pay my rent every month). How is it possible that it would take nearly 7 years for my services to be disconnected for non-payment? Doesn't that typically happen after, say, a month of non-payment? How is it that I cannot have my Internet services restored while Xfinity investigates this issue, as I am technically paying $91 each month for Internet services? 

Has anyone else experienced something similar? I am beyond frustrated that I will be without Internet services while this issue is investigated. Any recommendations are much appreciated!

Accepted Solution

Official Employee

 • 

1.2K Messages

2 months ago

 

user_z9tpvi Good afternoon! We appreciate you taking the time to reach out to our Comunity Forums Team. I can see how this scenario would be both confusing and alarming with that big of a balance. I would be happy to assist you to looking into the balance, and see what the next step for a resolution is. To get started, can you please send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

10 days ago

This is also happening to me. I live in a Morgan Property apartment, and Xfinity charges us even though we pay an amenity fee for internet service. They disconnected my internet and said I had to pay over $3000 to restore it. 

Official Employee

 • 

1.5K Messages

 

user_pxms77 I’m really sorry to hear about the difficulties you’re facing with your internet service, especially when you’re already paying an amenity fee. That sounds incredibly frustrating, and I can only imagine how stressful this situation must be for you.It’s understandable to feel overwhelmed when dealing with unexpected charges like that. If you’d like, I can help you look into this issue further and explore your options for resolving it.  So that I can take a closer look at your account please send a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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