Visitor
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1 Message
Unable to Resolve Bill Issue
We started our service in September and from day one we have been having issues. We were unable to get the service set up due to issues outside of our control that required a technician. I was assured we would not be charged. We were. I called last month and was told that $45 would be credited immediately, and the remainder would be credited on our next bill. I took my bill off autopay and paid the amount we were supposed to be charged. This month the charge is still there, my bill increased $10 due to the autopay removal, and I was charged a $10 late fee. I contacted customer service and was told they could only credit $59 of the $75, even though they acknowledged the full amount we were overcharged. I was told there was no way for them to credit the full overcharged amount due to "policy". We are beyond frustrated, and I dont know who to talk to in order to get this resolved.
XfinitySean
Official Employee
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272 Messages
2 hours ago
Thanks for taking the time reach out through our community forums, user_3rbd7f! This isn't at all the experience we want for our customers, especially their first experience. You've come to the right place for assistance, and our team would be more than happy to look over what's happened to see how we can help. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!
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