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4 Messages
Service Start Date Question - Billing Department Closed at 2:15pm?
Hello,
Firstly, what are the hours of operation for the billing department? I called to get my question answered, and went through 2-3 minutes of automated prompts. The an automated phone system then informed me that there was no Billing rep available to take my call, and to call back during normal business hours for the Billing department, however, they did not state what the hours are. I placed this call at 2:15pm Central Time on a Friday, so this seems absurd.
My primary issue is that I ordered my Xfinity equipment on September 27, so that I could have the cable box at my new residence when I arrived. I did not activate or use any services until October 7. My initial Billing period is September 27 - October 26. Since I used no services from September 27 - October 6, I do not believe that I should pay for services during this time, and would like a credit for those days. Is that a reasonable request?
Thanks for your time and consideration.
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @radar920. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to the days you were billed before service was utilized. The customer service department should be open 7am to 9pm based on your time zone. Based on the volume of calls they are receiving it could be the hold time was too long and the system recommended calling back.
I appreciate you taking the time to let us know that it doesn't have the hours of operation listed, as that would definitely be helpful information. We are always looking for ways to improve as a company, and your experience when reaching out. This is definitely an opportunity for us to know where that can be implemented.
Since I will need to gather some information to locate and authenticate your account to adjust the days not used, and we don't want that in our public conversation would you please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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