Visitor
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1 Message
Service
I’m hoping someone from Comcast/Xfinity can review my account because I’m extremely frustrated and honestly don’t know who to believe anymore.
Yesterday, my Promise to Pay was due. I contacted Xfinity to request a two-day payment extension so I could pay $170 on Wednesday, July 29.
First Chat
The first representative approved my request and gave me confirmation number [Edited: "Personal Information"] for the payment extension.
Second Chat
To make sure everything was correct, I contacted Xfinity again. A second representative reviewed my account and confirmed the exact same payment arrangement.
Third Chat
My service still wasn’t restored, so I contacted Xfinity again. This representative told me there had been a system glitch, escalated the issue to Tier 2, gave me ticket number and told me my service would be restored within 24 hours.
I specifically asked:
“As long as I make the $170 payment on Wednesday, my service will remain on?”
The representative replied:
“Yes.”
Based on these repeated confirmations, I relied on what your representatives told me.
Fourth Chat
Since my service still wasn’t restored, I contacted Xfinity again.
This representative told me:
- There is no payment arrangement on my account.
- Neither confirmation number can be found.
- The only way to restore service is to pay the full amount immediately.
I asked to speak to a supervisor and was told that supervisors have the same system access and would tell me the same thing.
My Concern
This isn’t simply about my service being disconnected.
My concern is that I received multiple written confirmations from multiple Xfinity representatives, including confirmation numbers and a Tier 2 ticket, and then another representative told me none of them existed.
As a customer, how am I supposed to rely on information provided by Xfinity if multiple agents confirm the same arrangement and then later I’m told it never existed?
I have screenshots of every conversation and would appreciate if someone from Comcast could review my account and the associated chat transcripts.
Thank you.
XfinityVianney
Official Employee
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2.8K Messages
10 hours ago
Thank you for reaching out and creating a new post. I understand you had an existing payment arrangement; however, you needed to make some updates.
As a result, you offered to pay a new amount a few days later. Currently, the best option to set-up a payment arrangement is using Xfinity Assistant, as you can see here https://www.xfinity.com/support/articles/set-up-payment-arrangement, or using the automated system to schedule the payment. That said, if your previous payment arrangement had expired/ended, we won't set up another for that balance.
I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.
For an example of how to send us a Direct Message, check out this link for more help: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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