Visitor
•
5 Messages
Payment plan
I have been an Xfinity customer since 2017. I was offered a payment plan on my Xfinity services which are my TV streaming voice and Internet. I was instructed to make a $50 payment but was told that if I made a larger payment my monthly payment would be lower. I made $100 payment received a confirmation stating that my monthly payment would be $48.27 in addition to my original monthly payments. This was a payment plan that was offered to me through my online account on Xfinity. My services were restored after making this payment and enter into this payment arrangement and the very next day my Services was disconnected again. I spoke to multiple representatives who stated there’s nothing that they could do to assist me that only the collections department would be able to help me. One gentleman actually told me that He would send a ticket over to the collections department and I had to wait 24 hours possibly longer without any services to have this resolved. I think this is ridiculous. If you offer a customer a payment arrangement you should honor it. The system should show that it takes 1 to 3 business days for this payment arrangement to reflect on your account and therefore there should be no interruptions in your service for that time until the payment arrangement is in full effect. The payment was made the agreement was finalized and yet I sit here today with my service is disconnected and no one willing to help me the biggest issue is that the collection Dept has no contact number no contact email for customers to reach out to them in order to have this situation rectified more expeditiously where is the exemplary customer service we are supposed to receive why are we as the customers being penalized to suffer after we were offered to service that we did not get and ultimately had our services disconnected. I need to have this Rectified ASAP
XfinityTommy
Official Employee
•
3.2K Messages
10 hours ago
Good morning user_fgomau. Appreciate you taking the time to loop us in about this. We are a corporate based team that supports the forums. Traditionally we offer repayment plans, and also payment arrangements. The repayment plan would take your owed balance and normally divide that up over a 12-month period, that amount would be combined with the normal monthly payment to help clear up the past due.
A payment arrangement would take a past due balance and provide you with 10 days to clear that balance. The biggest thing with a payment arrangement is that you can only have one per past due period. If you would not meet that arrangement set, the services would go into a temporary suspension until that past due is cleared up.
4
0
user_fgomau
Visitor
•
5 Messages
7 hours ago
Once again I’ve received no assistance or a resolution to the error on my account. I direct messaged Roberto and he hasn’t responded although he saw my message how do you treat your long time customers this way?
0
0