Visitor
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4 Messages
Was told by agent that installation charged would be waived, still got charged
I had xfinity tech come to the house I moved to, in order to reconnect cable line so I could get service.
When I set up the appointment on 10/11, the agent told me in writing that all the charges would be waived, and confirmed later that there would not be a fee.
Nonetheless there is a $100 tech fee on my next bill. I understand that this is policy, but I'm unhappy that I was SPECIFICALLY told ahead of time there wouldn't be a charge for the visit and it ended up not being honored. I had other options for internet service and had I known I'd be charged, it would have made more sense to go with the competitors.
user_leo2gx
Visitor
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4 Messages
25 days ago
I forgot to mention that I was able to download the chat transcript where the promise of no fees was mentioned twice, I'd be happy to provide that!
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EG
Expert
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114.6K Messages
24 days ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJorge
Official Employee
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2.6K Messages
24 days ago
Greetings! Thank you so much for using our Forums and for taking the time out of your day to contact our Xfinity Support Team. Our team is here happy for the chance to work with you to make sure we review the account and take care of you after your recent experience being billed for a visit after you were told you would not. Please send us over a DM with your name and address, so we can jump into this.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_leo2gx
Visitor
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4 Messages
18 days ago
Just wanted to follow up that I took the steps to send a DM on 10/28 with all the information requested above and have not gotten any response whatsoever. Ghosted by Xfinity!
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user_leo2gx
Visitor
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4 Messages
19 hours ago
Left another DM today, almost a month later, the first one shows as seen by Xfinity support on my end but no answer.
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