U

Visitor

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2 Messages

Fri, Jan 14, 2022 7:13 PM

New charge on my bill.

Why is there another increase on my bill for services that I don't use or want? I have basic TV with duplicate, and triplicate, of the same stations, some that play the same ancient shows over and over. I use two or three stations daily of a very limited choice. I don't watch sports or religious stations. My bill indicates I'm still being charged for not returning a box that was returned long ago through your own pick-up service as I have a disability and I'm not able to drive.

Calling Customer Service is a waste of time. I'm not able to talk to a live rep no matter how I try. 

Official Employee

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338 Messages

11 d ago

Good morning @user_b9b892. Thank you for reaching out regarding your billing concerns, we can certainly help and look into possibly switching your TV services for something that works for you. We can also open a ticket and investigate on the missing equipment. Please send a Direct Message with your full name and address to assist. 

 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Visitor

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2 Messages

4 d ago

Following a list of more instructions which I didn't find will likely elicit another response to instructions as well.. You have my info, my name, address, etc. Why do we have to play next steps when the problem has been all ready stated. Just let me know by email what you have available. I don't need an hour long sales pitch to arrive at the same conclusion. You already replied that the box was received quite some time ago. So why hasn't the charge been removed? Why does it have to be so difficult to respond with a solution?

Official Employee

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310 Messages

I understand how frustrating it is when unexpected charges are present on a bill. I assure you we definitely want to assist in getting this taken care of for you. We do not have and can confirm any customer information without receiving a direct message first. If you can please send us a direct message using the above steps and we can assist further. If you have trouble sending a direct message please let us know. 

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