Visitor
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2 Messages
Wrongful Disconnection
I have a past due balance with Xfinity, per their site I would have to pay my current past due balance of 322.89 by September 8th (or face disconnection) or pay the full past due balance of 655.00 between September 9 to 17. I scheduled a payment of $655.00 on Sept 15th to extend my due date and not face disconnection. However, my services were wrongfully disconnected on Sept 2nd, and when I attempted to call to speak with an agent the IVR sends a text to chat with a robot. I selected the chat option and was forced to sign up for an installment plan and having to pay $50 to reconnect my service, which was paid. But the issue is why does the online service give me an option to schedule a payment to extend my due date and not face disconnection if they are going to disconnect my services anyway. It's false advertising/promotion, I have proof of everything stated in this complaint and would like for this to be addressed and corrected.
XfinityJohnG
Official Employee
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2K Messages
2 days ago
Thank you for reaching out to us here. I am very sorry to hear about that experience. Normally when you are setting up that future payment there is a promise to pay option that has to be set up for the payment date to remove any disconnect order. I would be happy to look at any options we have for that from here. Can you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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