jsalgado's profile

Visitor

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6 Messages

Thu, May 20, 2021 9:48 PM

RE: Being billed after cancellation

I cancelled in December of 2020, I even over-paid for service I didn't use since I used to pay in advance and was on autopay (I've been a customer for over 5 years without a single late payment ever!) . I received a bill months later and called to straighten it out, I even spoke to a supervisor; they told me there was no/ zero balance , to just ignore it and that it was a mistake_ they also said that my account is indeed closed and has been since I called in last December 2020. 

Since then I've called about 5 more times and each time I get a different answer. Now I'm receiving an increasing bill which is currently $177. I used to pay $17 a month for 2 lines. The stories are ever changing and I'm just fed up with these guys; it's lie after lie, the last rep told me I could not cancel until I pay the money. Why would I ever pay for xfinity's/ anyone else's mistakes?

To add a bit of context, a similar situation occurred after canceling my other family members Tmobile accounts. Tmobile charged me for a month of services not used and made a mistake; the difference is, (and i can't believe I'm using Tmobile as a good example of service) Tmobile recognized their mistake, after a chat with a supervisor, and not only credited back my money but doubled it because of the inconvenience. That was just 1 call to Tmobile Vs 5 to Xfinity with still not resolution to a CANCELLED LINE of service.  

This post was created from this comment on different post

Responses

Official Employee

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230 Messages

5 m ago

We hate to hear of the issues you have been running into with your billing @jsalgado. We know that it is important you have the proper answers you need so that you know exactly what is going on with your account and can have confidence you are not being overcharged for anything. We want to ensure this is taken care of for you right away and would love to do all we can to help turn this experience around for you! Can you please confirm if this billing issue is in reference to your Xfinity Residental account, or an Xfinity Mobile account?

Visitor

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6 Messages

The issue is that I cancelled/ closed my account and continued to be charged. Even after comcast/ xfinity agents confirmed that my account was closed and that I owed nothing; I continue to get email billing notifications. 

Not only do I NOT OWE anything, but xfinity owes me because I paid for a period I never used and especially for these major inconveniences because of their mistakes. 

Official Employee

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212 Messages

I understand where you stand, @jsalgado, especially when it comes to billing concerns, that is definitely something I stay on top off for my personal accounts. I can see where your frustration is coming from and I assure you we definitely want to get to the bottom of this and resolve the issue once and for all. 

 

Based on the content of your post, I do believe you are referring to an Xfinity Mobile https://comca.st/3pnYsRT can get Xfinity Support in a few ways in addition to visiting an Xfinity store. We have some specially trained, dedicated Xfinity Mobile experts in our forums. You can use this link to reach them directly. (https://comca.st/3cC6xxd:) They also work via Twitter using the handle @xfinitymobile and on Facebook too (https://comca.st/3vXjsBa) If calling works better feel free to call us at (888) 936-4968. If I am incorrect in it being a mobile account, please let us know right here and we can assist you further. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

I've tried contacting them to fix this issue; I've attempted to get this resolved several times. It's no use, everytime I call I get a different answer. It seems that agents, including supervisors are just interested in making unfounded excuses as to why I owe this money; first the agents/ supervisors told me it  was a mistake and would be removed shortly, they told me to ignore any future charges. More recently I had an agent tell me that the charges where because of a delinquency and that I had to pay to reconnect, then that same agent told me my line was actually closed and that they don't know why I am still being charged.

I have no patience for any more excuses and LIES. I just want this taken care of. 

I don't have time to sit around a phone for hours at a time attempting to fix your company's mistakes. 

I should receive some compensation for all of the grief. 

This was my last resort and I just wanted it to be on the record in case I need to file a complaint somewhere else against comcast/ xfinity. 

Can't you guys see my clean record and payment history for over 5 years. Doesn't that mean anything to your company? What a lack of respect for your customers; obviously, according to this thread, I'm not the only one this has happened to. What a shame. 

Official Employee

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179 Messages

We sincerely value your comments @jsalgado, and we would love the opportunity to get this resolved for you. Will you please contact our amazing Xfinity Mobile team as my colleague mentioned in the previous post? They have the ability to review your account and make any necessary adjustments. Please allow them the chance to change your experience around. Thank you! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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6 Messages

I've tried numerous times. I've given xfinity over 5 opportunities to make this right; I keep getting the run around, excuses and lies. You all work for the same company, someone should contact me here just to let me know this has been finally resolved. Other then that I don't want to deal with the lies. 

My next point of contact will be the attorney general and the Better Businss Bureau. 

Visitor

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1 Message

3 m ago

I have the same issue. Canceled phone and internet service as I moved out of state. 8 months I am still getting notices that I owe money for XFinity mobile.

I have called 3 times and have been told that my account is closed and I owe nothing.  Today I get a notice form a collection agency to pay $159.34.

If I do not pay this will affect my credit score which right now is excellent.

Official Employee

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191 Messages

Hi there @user_9cd1fd!  Thanks so much for taking the time to reach out to us here.  Since this isn't a new thread, can you please create your own and send us a corresponding private message?  We definitely want to make sure this gets taken care of for you.  Thanks!  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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