Visitor
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2 Messages
Payment Extensions Not Being Honored
I needed to postpone my payment due to a car repair, so I reached out to a chat agent who offered to extend my payment deadline to March 3, 2026. I was thrilled about this arrangement! However, today, on my original disconnect date, my service was interrupted.
I had contacted the chat support twice to confirm this arrangement and was assured that everything was fine, receiving confirmation numbers each time. When I called to speak with someone, I was informed that they could not confirm or assist with anything the chat agents claimed and instructed me to reach out to the chat support again.
Once my service was disconnected, the chat system only directed me to pay my bill, and I couldn't reach anyone for help. What's the point of having a support system if it doesn't actually work? I have the transcript and confirmation numbers to prove my case, yet I'm still facing issues.
I'm now considering switching to another service provider after being with Xfinity for 7 years, as this situation is just unacceptable.
XfinityBradM
Official Employee
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1.2K Messages
6 hours ago
@user_w1p4z9 Our team can take a look at what was set up and provide some insight and options. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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/3KQF8q9 for an example.
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