Visitor
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1 Message
Please remove the $100 charge off my bill
Last week, I signed up for a home internet subscription, and the store representative informed me that it would be easy to set up. I tried plugging the gadget into various cable wall outlets as soon as I got home, but nothing worked. When I called Xfinity customer support to ask for help, the representative on the line informed me that my gadget was not giving her any signal. To resolve the problem, the representative recommended making an appointment for a technician. When the technician arrived yesterday, he was able to resolve the problem and connect the gadget to our balcony's main cable line. The technician ran the main cable through our wall after pinching it.
The issue is that nobody informed me of the $100 price that would be incurred for the technician visit. Neither the technician nor the customer service representative. Additionally, as they are more knowledgeable about troubleshooting, the representative ought to have mentioned and recommended checking the main cable line. rather than recommending that an appointment be made and billed me $100.
This is ridiculous and unfair. It could have been an easy fix but instead they bait me to make an appointment and pay $100.
Please someone assist me to remove the $100 charge off my statement.
Official Solution
XfinityAirelle
Official Employee
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2.6K Messages
2 days ago
Thanks for you time today @user_h6b2e9! We were able to review everything together and confirm that the installation fee wasn’t due to anything on your end. Good news — we’ve credited that fee back to your account!
If you run into any other concerns down the line, feel free to create a new post so we can help out. Take care and have a great day!
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XfinityAirelle
Official Employee
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2.6K Messages
2 days ago
Thanks for reaching out — we can definitely understand why you’d be frustrated here. When you're told setup will be simple, but it turns into a tech visit and an unexpected $100 charge, that’s not the experience anyone hopes for.
We’d like to take a closer look at what happened and see what we can do about that charge. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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