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saslhj
1st Topic

6 Messages

Friday, September 15th, 2023 8:39 PM

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Seasonal hold, but charged full price and auto paid

Hello,

I requested seasonal hold in June 10 to Sept 16, and I have been charged the full price and auto paid the bill for June, July and Aug. I searched Xfinity web and can't find a place to send email.  I am overseas and don't want to make an International call to Xfinity and I also did not find the customer service number. The so called online 24/7 chat is all formed answers from machine. Please help.  

Thank you.

Question

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Updated 

2 years ago

175

3

0

EG

Expert

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110K 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. 

0

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XfinityMarcus

Official Employee

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1.4K Messages

2 years ago

Thank you for taking the time to reach out to us here in the Digital Care team. You have reached the Xfinity experts who can certainly assist you with your billing related questions and concerns. For future reference the customer service number is 1-800-Xfinity. The 24/7 chat does connect you to the automated assistant at first, but if unable to address the concern you would be connected to a live agent. That said, you have reached one here, so let's jump right into things together.

I hope you are enjoying your time overseas, whether that be for business or personal reasons. Firstly, can you send us a private message with your full name and complete service address?

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saslhj

6 Messages

Thanks a lot.  I have found out the way to get a real person agent to call back to me. I am on hold right now and waiting for technical dept to sort things out. 

2 years ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

No problem at all, we will check back in with you a bit later on to make sure everything went smoothly.

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
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
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

2 years ago

0

saslhj

6 Messages

After talking to two agents for 1 hour and 14 minutes, I received a text for a link to set up seasonal hold. I already submitted  the seasonal hold before June 9, 2023. I have repeated the fact several times to two agents.  After the submission, no confirming email was sent to me, but the form was showing in my account  on comcastseasonal.com. The form only has address and account number with the seasonal hold details, however no serial or transaction number and submission date on the form. BTW, my account is still not credited yet. I have paid 3 full monthly bills and also received Sept bill when my Internet is on seasonal hold. 

2 years ago

0

saslhj

6 Messages

BTW, where to send a private message with my full name and complete service address? Thanks.

2 years ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

Thank you for that additional information, let's get that private message going to look further into things. 

To send a private message:

  1. Sign in to the community.
  2. Click the message count or envelope icon to go to your Private Messages Inbox.
  3. Click the New Message icon.
  4. Enter the recipient's name in the Send to field.
  5. Type the reply in the Message box
  6. Click Enter to send your message.
  1. You can see your back and forth messages with any user by clicking the messages.
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
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
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

2 years ago

0

user_24ae88

1 Message

2 years ago

I too have the same issue.   I had seasonal put on for 5/27 till 11/20.  Leaving my security system on with internet.   We have done this for years.  I too am on auto pay.  I have been calling relentlessly for months I have the names of 11 reps all that were going to fix the issue.  Especially the one months ago who assured me he would.  Never fixed. I been told lies about someone there using it, I have attached accounts, I must fix my accounts.  The house is empty no one is using our tv service in florida. 
now today 4 hours later they have found another account mysteriously with my phone number attached. Still not pursuing.   Not responsible. No one attaches their names to tough calls or properly documents or follows up. Mysterious there are no notes or calls in my file for June July august. All gone now it’s MY Problem to prove it.   For a lousy  $680.    A 20 year plus Comcast customer gets [Edited: "Language"]. Where do I go next?

(edited)

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XfinityAnthonyT

Official Employee

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1K Messages

Hello @user_24ae88 I can take a look into your account and see usage as well as the hold for you. Please send a DM to XFINITY SUPPORT with your name and address. 

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

2 years ago

0

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