Xfinity added charges on my upcoming bill for services I didn't receive.

I'm waiting for my paper statement, so that I can pay for my landline and internet services! I went to check on my account, online tonight and found out that Xfinity charged me an additional $5.99, as they're claiming that I've paid the bill using a representative. What? I haven't received the bill in the mail yet. How can Xfinity make a mistake like this on my bill, when I haven't received the bill in my mail box, yet. I haven't paid the bill yet. This doesn't make any sense to me at all!! I had to make four phone calls to your offshore representative tonight to get anybody to pay attention to their work. Finally on the fourth call a representative gave me the credit I deserved for the services, which I never used in the first place. This experience was horrible with your so-called calling center offshore!

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XfinityAbby

Official Employee

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496 Messages

1 day ago

Hello @user_b08899. Thank you for reaching out on our community forum. We certainly do not want you to have a bad experience. Did you by chance pay your previous bill with a representative? Those charges on a new bill are generally from the previous bill.

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user_b08899

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7 Messages

@XfinityAbby I didn't use a representative on the previous bill. There was also a problem when I tried to pay my bill for my landline and internet bill with your automated system, beginning on Dec. 2nd. I always pay this bill with my regular checking account. The robot read back both my routing number and the account number correctly and I answered "Yes" to the robot for both questions. However, your system kept telling me that my payment was declined. Now there is plenty of funds to have paid that balance of $54.49. I have excellent credit and was naturally appalled by my payment being declined all three times! I had to spend endless hours on the phone with your offshore representatives to no avail. I didn't appreciate the run around, which included telling me to go to my bank and make sure that the bank had the correct routing number and account number. There's more to my story and it's been an absolute mess!

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22 hours ago

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XfinityAbby

Official Employee

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496 Messages

@user_b08899 I am sorry to hear that is was such a mess! I would love to go ahead and review the account and make sure that credit was applied as well.

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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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21 hours ago

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user_b08899

Xfinity added charges on my upcoming bill for services I didn't receive.

XfinityAbby

user_b08899

XfinityAbby

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