Visitor
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service suspended due to lack of follow thru & miscommunication on behalf of agent for service provider
The confirmation number related to this issue and chat history with the agent is [Edited: "Personal Information”]
With the current promo we receive, from Xfinity, to receive the discounted price, the account must have auto pay enabled. I live with 5 roommates, we split the internet cost and make 5 small partial payments during the month, usually when auto pay hits, the balance owed zeros out and there's no issues.
In August, the EFT didn't process and incurred 2 $38 fees & a late fee of $13, which were on the Sept bill.
Our Sept bill was paid for our service and the balance left owed was $163. I made a payment arrangement, using a card, anticipating I'd call & speak with a live agent & ask they waive the fees as a 1- time courtesy. However, the payment arrangement was processed, using my bank account, not the card and it did not go through. Before I was notified by Xfinity I contacted support and let them know the payment didn't process & asked that they remove the fees and the potential fee of $38 because my payment didn't go through since my back account was processed and not my card. I was told that all the fees would be adjusted, to zero. When asked if I could make a $100 payment, towards what I calculated would be my balance for the new/current bill issued on Sept 25, due on Oct 21st, I was advised not to make a payment until after the 8th.
What I wasn't told was another attempt for the payment arrangement including the fees of $163 would be processed again but this time, using my card. I have the entire history of our chat to show as evidence that I was advised not to make a payment until after the 8th. However, it is the 8th, and service was suspended due to non payment for the $163 that I was never advised would be processed.
The confirmation number associated with the account and my chat history with the agent is [Edited: "Personal Information”]
Who is available as a point of contact in this situation?
Nothing makes sense and it's caused one roommate to miss class and another to miss work, due to no internet connection.
EG
Expert
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122K Messages
2 hours 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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XfinityJeffB
Official Employee
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799 Messages
1 hour ago
Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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