Visitor
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4 Messages
Residential trouble call for $100 on my most recent bill
I recently noticed a one time charge for $100 "Residential Trouble Call" on my most recent bill. My internet speed package increased from 100 Mb/s to 200Mb/s, but for a few months I was not seeing the speed increase. I called in to support, and they suggested a technician come to my house to resolve the issue. There was no mention of a $100 charge, or I would have handled it at that point.
After some diagnostics, the tech said my modem did not have the correct provisioning package. His equipment was malfunctioning, so he had to call some colleagues to remotely push the package to my modem. It took about 3 hours total to resolve.
I fail to understand how this service is my responsibility to pay for.
EG
Expert
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110.8K Messages
2 years ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCKorie
Problem Solver
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1.1K Messages
2 years ago
Hi there, @Lance95747. I am sorry we did not provide any service call charges when making this visit. I'd be happy to look more into this for you, and see what we can do. Can you send us a DM with your name and address?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the “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
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user_8az593
Visitor
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4 Messages
2 years ago
Hello fellow Xfinity customers,
I’d like to share my experience with a recent dispute, in the hopes it informs others in seeking remedies to (what I would consider) unethical business practices. I’ll attempt to be brief and concise.
Call # 1:
Rep 1 (Billing) - Explained the situation in full. After investigating, I’m told it is a valid charge and will not be removed from the account. I ask for my service to be disconnected. I am transferred…
Rep 2 (Loyalty) - Explained the situation in full. I am put on hold to investigate. The rep informes me I’m being transferred to a supervisor…
Rep 3 (Supervisor) - Explained the situation in full. I’m informed (again) the charge is considered valid. I ask again for my service to be disconnected. While processing the cancellation, I am hung up on. (I have great cell service at my house)
Call # 2:
Rep 1 (Billing) - Explained the situation in full. Again, upon investigation the rep concludes it is a valid charge and will not be removed from the account. I ask for my service to be disconnected. I am transferred…
Rep 2 (Loyalty) - I explain the situation in full, and this time explicitly state my intent is to disconnect service immediately. While processing the cancellation, I am hung up on.
Call # 3:
Rep 1 (Internet) - I explain the situation in full. I inform the rep this call is being recorded, and will be my last attempt to find a resolution over the phone. I am transferred…
Rep 2 (Loyalty) - I explain the situation in full. This rep sounded sympathetic, and offered a $50 credit. I rejected the offer and insisted we move forward with disconnect. He did not have the authority to give me a $100 credit, so suggested we wait for approval from his superior. After ~20 minutes, he informs the credit has been authorized. He waits for me to receive email confirmation, and cancels the pending disconnect request.
My account currently displays the following message: “You’ve received a credit on your account. A credit of $-100 will be reflected on your next month’s statement." Taken literally, I anticipate there being a problem with my next month’s bill also.
I will update this post at minimum 2 times: once my autopay for this current bill has processed (3-8-2023), and when my new bill is generated (around 3-11-2023).
@XfinityKorie
Thank you for taking an interest in this issue. However, Comcast/xfinity customers should not have to resort to public forums to seek remedies to unethical business practices. My motivation, and the nature of a public forum, is to aid others... so moving this conversation offline seems inappropriate.
A brief search yields an undeniable conclusion - I'm not the only one subject to this particular wrongdoing. I feel strong-armed, and will expend the energy necessary to combat the issue in a broader context. Any efforts by Comcast/Xfinity to obscure this post from the public will be met with an aggressive counter campaign.
As requested, I will provide you separately my personal details. Please know any subsequent interaction will be made public, here or elsewhere.
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user_8az593
Visitor
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4 Messages
2 years ago
@XfinityJamie
Hi Jamie,
Thank you for your support.
I was unable to find your handle "XfinityJamie" using the guidance above, though I did find several others with @xfinity(suffix). The credentials used to partipcate on this forum are identical to the credentials used to access my Xfinity account, so it should be a trivial matter for a properly equipped Comcast agent such as yourself to contact me directly.
I will be happy to engage in a dialogue with you personally, but am unwilling to share my personal information to a generic "Xfinity Support" inbox. I hope you understand.
You may contact me via email directly. If you do not have access to this, then there's no need to have a conversation at all.
-<EDIT: Personal Information Removed>
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