1 Message
SOMEONE PLEASE HELP ME
Hey All,
I have never been so frustrated in my life. When I moved into my new house (June 1,2023), I called to request an address change. My girlfriend also called twice to request an address change. In November, I called to complain about the poor internet I was receiving. I noticed on the app, my address was still not changed. After a 1 hr conversation on the phone, the person insisted the address was changed and I would have a tech at my house on Monday. The tech never showed on Monday, we just thought we missed him. Fast forward to June,2024.
My router overheats so I go into xfinity to get a new one. The lady states my address and what do you know? Xfinity has STILL FAILED TO CHANGE MY ADDRESS. I tell the woman to please change the address, I see her face drop and I ask “what’s wrong”. She asked me why I have been paying for Wi-Fi when my association has a bulk plan and the wife is paid through my HOA fees. So for 1.5 years after calling a total of 5 times to have my address change, the only reason they would not change it, is because they would LOSE money.
with that being said, the lady told me to call billing. Once I was on the phone with billing, the lady said she could see where I requested my address change in June of last year and then again in November of the same year. She tallied the amount owed back to me was $1,500 and some change. She said someone would contact with me in 7 days to close the claim. What do you know? No one calls back, so I call in. The gentlemen says they have closed my claim(without my approval) and that they are “rewarding” me a $200 credit. Somehow, they went from admitting they owe me $1,500 to rewarding me a $200 credit. Does that seem fair xfinity? It doesn’t, so I said I need to talk to a manager in billing. They said they would have one contact me within 48hrs. It’s been 3 weeks and I still have not heard from a manager. Can someone please contact me back? I would like to get this settled and I will not just let it go. You are robbing everyday people at their expense and it’s wrong.
EG
Expert
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107.1K Messages
2 months ago
The concern is not "E-mail" help related......... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAlyssaA
Official Employee
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1.7K Messages
2 months ago
Good afternoon @user_rnok7y, and thank you for reaching out to our dedicated Communities team today, we appreciate you bringing this situation to our attention and are sorry to hear about the frustrating experience so far. I see that you have had a difficult experience trying to change your address and have some billing concerns that need addressing as well. Rest assured, our team is on your side and here to help. We'd be happy to review your account further to make sure your account is at the proper address and under a bulk plan as well as review any previous tickets and account notes so that we can help make sure this gets resolved properly. In order to proceed, we will need to first collect some sensitive information to locate the account. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?
To send a "Direct Message" ("Private") message:
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We look forward to working with you further!
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