Visitor
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1 Message
Smoke and Mirrors Installment Plan
So to add insult to injury, I got an error message when I tried to submit this. I'm trying to get on an installment plan because I got behind on my bill. Life happens. It [Edited: "Language"] sometimes. Oh well. But the chat bot responsible for handling that is broken and the only way through is to select the "Pay $0 Today" option, which gets you about a day of service and doesn't actually fix your problem. Everything else results in an error message. You can't pay a $50 minimum. You can't pay the overhanging balance on the bill. There is no other viable option and posts on this forum make it plain the company has known about this for years and hasn't fixed it.
I have screenshots to back all of this up so don't try to gaslight me again here. I got through to a live agent who told me he was putting me on an installment plan and then bounced out of the chat after selling me a new plan and neglecting to put the installment in place. So now my bill is $651 and $221 of that is unexplained one time charges. That stinks of blatant fraud. I want to know:
1. Whether the installment option actually exists or if its just smoke and mirrors?
2. What those one time charges even are?
3. Why I was told by a live agent that he was putting me on an installment plan when, in fact, he wasn't?
And 4. Where you all get off doing this to people?
I was told point blank I had an installment plan set up and that turned out to be a bold faced lie, do now I'm angry. Please fix this. I should honestly report it to the FTC and the CFPB and let them handle it at this point, but seriously what is wrong with y'all?
EG
Expert
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113.9K Messages
5 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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XfinityArmand
Official Employee
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2.4K Messages
4 hours ago
Thank you so much for taking the time to reach out to Xfinity Support @user_a116a2. We are so glad to hear from you and want to assist in any way that we can to address your service and billing concerns. So that we can get started, please feel free to shoot us a private message with your details so that we can get a look at what is going on.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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user_3b28ay
Visitor
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1 Message
24 minutes ago
I am having the exact issue. Comcast/Xfinity customer for 18+ years, Diamond member. Currently have Internet/TV services and 4 mobile lines.
Oct 10th. Called on the 10th to arrange an extended payment, after seeing flexible payment options in my account on Xfinity online, and was assured service would not be disconnected. They were BPO in the Philippines as I can tell by the small accent since it’s my heritage. The agent asked for date to pay, amount, and even which card on file.
Oct. 12th, my internet/TV service was disconnected.
- Talked to 3 different people from BPO in the Philippines as they were intentionally disconnecting after putting me on hold. They mentioned the agent on the 10th just scheduled a payment, something I could do on my end. There was nothing about an extension arrangement or plan. This was the agent’s mistake on Oct 10th. The 3rd person also explained to me what was going on with their mistake and said they could not reconnect my service….they then put me on hold and I stayed on for 30+ mins without them saying anything (nothing resolved), then I was finally transferred to someone in the U.S.
- A U.S. rep/agent was able to talk amongst an internal group and got my service reconnected with a payment scheduled at the end of the week. I got a text confirming a scheduled payment.
Oct. 13th, Internet/TV disconnected again
- App says disconnected and need to make a payment, yet cannot get into Make a Payment. I see there is a scheduled payment in the app, but no date listed.
- Went into chat and they got my service reconnected, but they said it will disconnect again tomorrow until the balance is paid. I had a payment extension arranged, or so I thought. They said there is a conflict with the payment arrangement and the system. After the 1st agent on Oct. 10th made a mistake, I will be disconnected again and again, until the arranged payment is made, and I now have login issues, as well as, the phone system tree doesn’t recognize my phone or account number.
- Now I cannot login into my account. Same login name/email for the past 18+ years. Tried using a (phone text) code for login, and it says my phone number and/or password is not valid.
- been stuck in chat for over 3 hours as the agents disconnect and I constantly get reconnected to a new one
- I told the recent person in the chat I cannot login and then minutes later *I received a dozen new texts saying I got new services, then a different, new person entered the chat that had to go over things again. I cannot check what has changed since I cannot login. Nothing resolved.
- Getting transferred to technical in chat, was 244th inline. Finally got to chat again with someone and the same thing is I will be disconnected and cannot access my account. I cannot make a payment because I had to repeat for the 4th time that I cannot access my account. They gave me the system login name and I was able to get in, but now I see a red box showing there is a new internet service order and to download the app to help set up. I already have internet. I told the agent in chat and they said they don’t see it….then I was disconnected (nothing resolved), just to be connected with a new agent.
- I see the new agent was one from of the previous agents during this 4 hour chat and he quickly disconnected so it goes to another agent. This agent is now lying and saying I won’t be disconnected again tomorrow, yet the other agents said I will be disconnected. Nothing resolved.
13th continued
- I received a call from a customer retention agent in Egypt. I explained the issues, that I now see a new internet service ordered in the app and online (I have current internet), and there are so many system conflicts from agents clicking on different things. The customer retention lady tried to work with me, but she doesn’t have enough access to clean all the mistakes. She even tried to walk me through the chat for a flexible payment option, but the chat would stop after I tapped on Learn More about Options. I couldn’t even get into Xfinity’s flexible payment options. Nothing resolved.
***Xfinity, it appears your system is conflicting with agent requests and no option to fix their mistakes. I am stuck in a loop of system conflicts and customer service (lack of) capabilities with the account I’ve had for over 18 years. This is a systemic issue and I cannot get anyone to fix it. Different agents clicked on too many things and someone needs to go in to clean up the agents’ mistakes. I have a scheduled payment made by the U.S. agent/rep already for the end of the week, but each day the system will disconnect me and nobody can fix that. Talking with BPO agents in the Philippines, to chats in Egypt, then if lucky I get one person in the U.S., there are too many systemic conflicts and issues. After. 18+ loyal years, I’m ready to transfer my internet/TV and mobile service elsewhere.
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