Visitor
•
1 Message
Subject: Longtime Diamond Member Moving Oct 6 - Need Help Waiving $160 Security Install Fee
Message: Good morning, I am a longtime Diamond loyalty member with a pending move order scheduled for October 6. I recently spoke with an agent who set up an excellent retention package for me (5-year internet lock and 2-year TV/Security promo). I own all of my own security equipment.
The agent told me that due to my Diamond tier, my installation fee should be waived, but stated they did not have the authority to process the credit on their screen and told me to follow up. Because we are transferring my customer-owned security hardware, the order is currently showing a $160 Home Security professional installation fee.
Could a corporate specialist please look into my pending move order and help apply the Diamond move waiver or a manual $160 credit to zero this out before my October 6 install? Thank you!
XfinitySara
Official Employee
•
2.9K Messages
6 hours ago
Hello, @user_8mg3ak! Yes, you've come to the right place :) Our team would be happy to look over the notes from that recent interaction as well as your available benefits/rewards and the pending transfer, to help in any way possible. Could you please send our team a direct message to continue?
How to send us a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
0
0