2 Messages
Suspended service
Hi I had my service suspended without notice. When I called yesterday I was told if I returned the old equipment they would remove the charges from the inactive unreturned equipment. He told me to ask the agent at the store to have the fees removed. I returned the equipment this morning to an Xfinity store. I have the receipt. I asked for her to remove the fees she said I would have to call customer service but she could ask for a credit to be added to my account.
I received a text saying a credit request has been opened and I’d receive information within 48hrs. A little later I got a text saying $100 had been credited to my account. (Not the total amount of fees for equipment)
I called customer service to turn my internet back on. One agent told me that it will be removed by the next billing cycle. She transferred me to billing to get them to expedite credit/refund so I could get my internet on. I spent 1hr20min on the phone. I was told I would have to pay the whole amount for the fees for the equipment or my service wouldn’t be turned on. She told me she could turn it on til dec 25 if I agreed to pay the full amount if not my service would be suspended on Christmas. She said I couldn’t do a payment plan. I was so frustrated after spending so much time on the phone and getting no help from billing I said I’d call back because I was starting to cry.
it is a week before Christmas and my internet was shut off. I was on the internet essentials and have to do my recertification at my interview on the 26th of December.
I was told by 2 agents that once my equipment is returned the fees would be removed. I even read on the Xfinity forums that charges would be removed after returned.
Can I please get someone to help
me with this situation? I would appreciate it.
XfinityVictor
Official Employee
•
1.3K Messages
1 year ago
@user_ckw3wu Hello, I am happy to be of assistance. Can you please send us a DM. 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.
1
0
user_bqbt4u
1 Message
1 year ago
Comcast Xfinity shut my phones off in the middle of my work day. This was for a late payment. One payment was late. I was never late in the past. I switched out to a different credit card but I did it on my personal xfinity site not the work business phone site. To make things worse, I received no notification from Comcast/Xfinity until a few minutes before they shut it off. So, I had no idea that the bill had not been paid. The customer service rep was like "too bad, you have to pay your bill on time. We're really strict with business phone line payments." I rarely if ever have had late payments on anything. I would expect a company would notify me with a reminder, not just shut me down. I wasn't able to complete appointments with clients and lost several hundred dollars due to this. I will be porting my lines to a new company by the end of the week. Totally unprofessional!
1
0