Regular Visitor
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5 Messages
Ten attempts to fix billing issue
I have done 8 chats and 2 calls with customer service. I am being billed for 4 boxes when I have 3. I updated my main DVR box because it was old. I returned the old one thru UPS. I provided tracking info each time. Every single agent told me not to worry it will be taken off my account and the charge removed from my bill. I would get an email confirmation. 10 agents total and still nothing resolved. I don’t have a way to get to the physical store right now. How can I get this resolved?
XfinityPeterH
Official Employee
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1.9K Messages
2 days ago
Thank you for reaching out and sharing your experience. I understand how frustrating and exhausting it must be to have gone through multiple attempts to resolve this issue without success. Your patience and persistence are truly commendable.
To ensure we get this resolved promptly, could you please send me a direct message with your full name and address? This will allow me to personally oversee the resolution of your billing issue and ensure that the charge for the fourth box is removed from your account.
I appreciate your understanding and cooperation. We are committed to resolving this matter for you as quickly as possible.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e
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