XFINITY Agent, where very abusive and not applying my ACP benefits from six months to my account

I just reviewed my billing and noticed that I have been being overcharged for months! My account was on autopay and was automatically being billed well beyond my contracted amount. I have been attempting to call all day today and getting representatives with heavy accents and language barriers. I asked to speak to a manager and waited for 50 minutes for the rep who insists can't understand me to say that a manager is unavailable. This is excessive [Edited: "Inflammatory"]. I will be looking into filing an FTC complaint and switching to other companies , because as a long-term Xfinity customer I feel cheated!
[Edited: "Personal Information"] Is my Xfinity account

Responses

XfinityKei

Official Employee

•

1.4K Messages

1 year ago

Hello @user_i2palr I am sorry for how your experience has made you feel. We never want you to feel cheated. I am happy to look over your account and review your ACP details tohelp! Can you please direct message me your first and last name along with your full service address so that I can assist you further?
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_i2palr

9 Messages

@XfinityKei

I am unable to find direct message icon, I open Xfinity from browser and from mobile app to, but there is no icon such as what you are saying, but I still emailed to the Customer Service including my ACP number and my couple of bills what I receive after having ACP account so you can determine what I’m going through !!!

(edited)

1 year ago

0

XfinityKei

Official Employee

•

1.4K Messages

user_i2palr Lets figure this out together. What icons do you see at the top right of your screen? Make sure you are looking for the direct message icon when logged into these Xfinity Forums.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

U

user_i2palr

9 Messages

@XfinityKei this is more than six days after some meeting all the required document, there is no action to my account. I knew that these all people are just faking here

1 year ago

0

XfinityAntoine

Official Employee

•

1.4K Messages

When you shoot us that private message we'll definitely check this out for you and help in any way we can.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

U

user_i2palr

9 Messages

1 year ago

Xfinity is charging me every month extra hidden amount [Edited: "Inflammatory"/"Solicitation"]

one more thing I notice on this platform where we are filing complaint, some of the non-Xfinity agent they are coming here sending you a false message that they are taking care of your complaint and canceling your report saying that Report has been acknowledge and we are working on that. [Edited: "Inflammatory"]. No one is working on the report is just these people they are taking the report of the Google that’s about it .

XFINITY Agent, where [Edited: "Inflammatory"] not applying my ACP benefits from six months to my account

I just reviewed my billing and noticed that I have been being overcharged for months! My account was on autopay and was automatically being billed well beyond my contracted amount. I have been attempting to call all day today and getting representatives with heavy accents and language barriers. I asked to speak to a manager and waited for 50 minutes for the rep who insists can't understand me to say that a manager is unavailable. [Edited: "Inflammatory"]. I will be looking into filing an FTC complaint and switching to other companies, because as a long-term Xfinity customer I feel cheated!

[Edited: "Personal Information"] Is my Xfinity account

Note: This comment was created from a merged conversation originally titled Xfinity is charging me every month extra

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XfinityArmand

Official Employee

•

2.1K Messages

Hello there @user_i2palr! Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are glad to hear from you and happy to assist in any way that we can. No worries! You have reached out to the right team to get things ironed out for you. Please feel free to shoot us a private message so that we can get started.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

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user_ada8ed

2 Messages

1 year ago

Xfinity Services seem to be a scam. From where I am they're trying to take away my ACP. $30, supposed to pay internet first then remaining $ to my mobile account, which is $16.99. After both are credited, it's still dollars left over

0

Billing

user_i2palr

XFINITY Agent, where very abusive and not applying my ACP benefits from six months to my account

XfinityKei

user_i2palr

XfinityKei

user_i2palr

XfinityAntoine

user_i2palr

XfinityArmand

user_ada8ed

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