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
5 months 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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116.9K Messages
5 months 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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2.9K Messages
5 months 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
5 months 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
4 months 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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user_fbhu4x
Visitor
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1 Message
6 hours ago
Hi,
I just got off the phone with an Xfinity agent who is saying that they don't waive installation charges, but the agent I spoke with when I set up my internet told me that the installation fee WOULD be waived. The only reason I even called back is because I saw the $100 charge on my new bill. I am very upset. I cannot believe that they are scamming people like this! There should be someone who this can be reported to.
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user_zmnqi9
Visitor
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2 Messages
5 hours ago
@user_fbhu4x I reached out to a higher up email at comcast and he waived the installation fee. He also agreed that the chat employees are incompetent
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