4 Messages
Xfinity agent told me acp would cover everything but $30.
I had xfinity wifi through acp and an agent called me and told me I could get an unlimited phone line with my internet for $30. I had tru connect through acp which is junk service. I asked the lady several times if she was sure my bill would only be $30 and she confirmed yes with ACP. They sent me a phone and I called to activate it and the lady told me with black friday I could add an extra unlimited line for free. My mom wanted xfinity so they sent her a phone. THEY LIED TO ME AND RIPPED ME OFF!!! Today I went to check my account and realized $285.25 had been taken out by Xfinity. I contacted customer service and the woman kept telling me it is legit charges. I explained to her I was told ACP would cover everything but $30.00. I got nowhere with her so I asked for her manager. Her manager got on the phone and called me a liar and said she just listened to the phone calls between me and original agent and if I wanted my money back that I would need to tell my bank. I told her I am not lying and that there is no way she could have listened to the converdations I had because I spoke with one of the agents 3 times longer than this entire phone call. Long story short I was lied to amd would have never switched if I knew this happened. I regret dealing with Xfinity. It will be the last time and I will put my experience on fb, twitter, instagram and every other social platform I can find to warn others!
XfinityDemitrius
Official Employee
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1.8K Messages
1 year ago
Hey @user_mxni08,
Thank you for contacting customer support through Xfinity Support. I hope you are doing well. I would be more than happy to offer my assistance with your billing and services.
Xfinity is proud to participate in the Affordable Connectivity Program (ACP), which provides qualified households with a credit of up to $30/mo towards internet and mobile services.
The ACP credit would only cover the cost of Internet and mobile services. Taxes, fees, and more would not be covered through the ACP credit and still be applicable. If you have Xfinity Internet, the ACP credit would be first applied towards that and any remaining balance can be carried over to the Xfinity Mobile service bill.
I apologize, but we do not have the ability to review your Xfinity Mobile account and services. We would suggest contacting our Mobile experts via one of the following methods:
• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile
Our Xfinity Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general Xfinity Mobile questions in the future.
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user_mxni08
4 Messages
1 year ago
So what your telling me is that you are okay with Xfinity employees spinning [Edited: "Language"] to people to get their commissions or whatever perks they get? The lady told me ACP would cover everything but $30. And now I gone almost $300 because I believed an Xfinity employee, its not right man!
(edited)
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user_eheogr
3 Messages
1 year ago
I hope your issue has been resolved. How frustrating for you it was. This thread pulled up when I was looking for info on the ACP for a very close family friend blind person. I figure I’d share incase you didn’t get things resolved. When on ACP you can change providers and the current provider you change from cannot charge any cancellation/other fees because you left. Here’s more info if it helps. https://www.affordableconnectivity.gov/manage-my-benefit/protections-rules/#:~:text=You%20won't%20need%20to,plan%2C%20or%20cancel%20your%20subscription.
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user_7a5454
Visitor
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1 Message
1 year ago
Same thing happened to me to they liars
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