Xfinity Account setup - excess charges not agreed to

Why are there so many issues with Xfinity and overcharging? Undercharging never seems to happen. I’ve had Comcast/Xfinity for years and when I haven’t promptly reviewed your auto-pay charges, there have been numerous unexpected issues. This is the primary reason that I do not want contracts that all of a sudden switch to a much higher rate. I get that the disclosure is built into your contracts. Also, with agreed auto-pay, my monthly fee was supposed to be $51.05/mo. I was told that I needed to use a debit card or bank account as the payment source to get the $10 credit, so I entered my debit card# promptly for auto-pay. This was an advertised promo for 5 years and there were to be no contract commitments or installation/equipment costs. We covered all of these bases, to make sure that we were on the same page.

Order Placement Issues: This order placement was a nightmare with a myriad of issues.

• Order#1: Initially the order was being placed through FPL. I didn’t even know that this was an option. I’d reached out to FPL first with my move/address change and was so happy to be able to take care of it all in one call, though a long process. I completed the recording process and only caveat was that installation was not able to be scheduled until a few days after my move-in date. Even still, the appointment was made and I was told that I’d get an order confirmation in my email. I never did get a confirmation so, I followed up by first calling FPL, who told me that it’s out of their hands once the order has been placed, they are simply a convenience partner.

• Order #2: So, then I follow up with Comcast/Xfinity. They tell me there is no order in their system for my new address. I even shared the appointment date/time with them and explained that the order was recorded and shared date approx. time. I told them that I was concerned that there would be subsequent issues with two orders in the system at my new address. Even so, they insisted there was no Xfinity Service order in their system (that they would have access to it — if in fact a prior order existed), and they told me that we would have to start all over again with a new order. A big concern to me was — if I was going to need to wait even longer with a later appointment than before. The rep told me good news, that he could get me in even sooner and I could do a self installation, if I went to a local Xfinity store to pick up my modem. So, I did so. I was assured that I would get all the terms discussed with no installation/equipment charges.

Order Conflicts: So, my service was installed through the 2nd time around, order #2. Everything appeared fine. Then, I discover that the original order was still on the installation schedule! I tried to call and sent repetitive messages in the app, so as not to waste a technicians time to come out for service that was already installed. I could not seem to get success whatever I tried. I did all that I could do in advance of the actual appointment date, to no avail. Sure enough, on that date, a technician was trying to notify me that they were on the way to do the installation for the supposed non-existent appointment. Any efforts to clarify and get that appointment canceled had clearly failed. It was like the order was in the system for installation purposes but not account purposes.

Resolution: I would like for this issue to be resolved promptly please. Please credit my account the $100 installation fee and credit the $10 auto-pay discount that was charged, and ensure that it is applied monthly going forward. Problems sometimes occur, but how they get resolved matters greatly relative to ‘Customer Care’. Wghat is the best way to resolve this issue.  I don't want to go in circles and this may call for an expert in problem resolution.  I've already expended mush time on getting my service set up. Thank you in advance for guidance that may bring resolution.