Support Issue

I, within the Xfinity Assistant, asked for an agent to help me with an extension. Sumin I believe was the name, something very similar. I asked for an extension as my partner just lost his job, and I can’t afford to pay everything right now. He said that it was dine, and that he would extend my payment to the 10th of June, and monitor my account to make sure that my services were not disconnected. Today I woke up and they were disconnected. I called support as the AI will not let me talk to a chat agent now, instead just tells me what I need to do to restore services. They told me that it was wrong, that they don’t have access to the online chat and that they didn’t care if my partner lost his job, I’ll just have to pay the bill because the service isn’t free…which a supervisor told me. I’m now getting ready to go into the store, because hopefully they will have access to the online chats…if this isn’t rectified I will be cancelling service after 5 years.

Responses

XfinityJustinC

Official Employee

•

1.3K Messages

21 days ago

Hello, @Cypressd thank you for reaching out over Xfinity Forums. With you being new to the platform, I understand if you're not familiar the guidelines.

Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

Working from home myself, I completely understand the importance needing to have service up and running. I did have a quick question, as there is usually the self-help option of setting up a payment arrangement through the Xfinity Assistant if eligible: https://www.xfinity.com/support/articles/set-up-payment-arrangement .

- When you were using the Xfinity Assistant did you see if the account was eligible for the payment arrangement?

9

0

C

Cypressd

Visitor

•

7 Messages

Yes, and I did not DM a member of the forum :). I spoke to that Agent through the Xfinity Assistant chat :). He told me, within the assistance chat that due to hardship he moved my date to the 10th of June and that my services would not be disconnected :). I didn’t DM any employee:).

Like

Reply

21 days ago

0

C

Cypressd

Visitor

•

7 Messages

Xfinity agents over the PHONE and not the text chats then told me I was incorrect and that they could not see the online chat transcripts. The only thing that I’ve DM’d on the forums…is the official Xfinity Support Chat, in which it says to, in lieu of sending an email :).

I would like to know why the arrangement an Xfinity Agent set up for me through Xfinity Assistant isn’t being seen as valid.

Like

Reply

21 days ago

0

XfinityJustinC

Official Employee

•

1.3K Messages

@Cypressd instances that would stop a payment arrangement is if the account isn't eligible, scheduling a payment for less than the full past due amount, or scheduling a payment arrangement outside of the eligible period (which is typically no more than 15 days from the service suspension date).

If you do have a bill print out before the payment arrangement is completed. The past due amount will change as it will be the total of the current amount due.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

21 days ago

0

C

Cypressd

Visitor

•

7 Messages

So Xfinity agents can say that they’ll extend a payment arrangement due to hardship and not follow through without any repercussions except to your customers :/? Because that’s basically what you’re telling me.

Like

Reply

21 days ago

0

XfinityJustinC

Official Employee

•

1.3K Messages

@Cypressd I did want to help get the proper expectations set up that we do have specific guidelines to follow for payment arrangements to apply properly. I'd definitely like to investigate further to see the account eligibility for a payment arrangement, and look into the time frame and past due amount.

When you have time, please send a direct message.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

21 days ago

0

Billing

Cypressd

Support Issue

XfinityJustinC

Cypressd

Cypressd

XfinityJustinC

Cypressd

XfinityJustinC

New to the Community?