Xfinity Assistant offered installment plan, but enrollment failed and service was suspended again

My services were suspended due to non payment of an installment plan. I got online to see if I had any options. The

Xfinity Assistant offered me a new 12-month installment plan despite a previous failed arrangement. Said "you are eligible for flexible payment options".

It calculated all of the bill data, including my previous debts owed, and presented me with how much it will be monthly. It showed $0 payment due today and $27.04/month. We continued through to the end and it said "by selecting submit, you are agreeing to these terms and conditions".

I chose submit, and my service was restored immediately. And then received a prompt that said "We apologize, something went wrong. Please try again".

The next morning my service was suspended again. Phone/ management now says I'm ineligible because of my old arrangement and they cannot see the new offer that was created. I understand the policy that you cannot have a new installment plan while already having one open. Thats not the issue. The issue is that the xfinity assistant presented my account with a new installment-plan offer, generated specific terms, allowed me to choose $0 down, and proceeded through enrollment, and restored my service when the system apparently considered me ineligible.

I have screenshots of the conversation and was told to send them to csa_support@comcast.com. I did that, along with a detailed description of the problem. I have not got confirmation that it was recieved and/or being looked into and I start a new work-from-home job tomorrow so its essential I get this taken care of.

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XfinityDilary

Official Employee

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3.8K Messages

22 days ago

user_9d4857 Thank you for sharing those details. I can certainly understand your frustration, especially after being presented with a payment arrangement option and seeing your service temporarily restored. While payment arrangements may be displayed in certain situations, a new installment plan can only be established when all eligibility requirements are met. If those requirements are not met, we aren't able to create or reinstate a new installment plan, even if one was previously presented by the system. I understand your concern is that the Xfinity Assistant generated specific terms, allowed you to proceed through the enrollment process, and appeared to accept the arrangement before ultimately returning an error. I appreciate you taking the time to send the screenshots and details to Customer Security Assurance for review so the experience can be investigated further. I know this situation is especially stressful with your new work-from-home job starting soon, and I apologize for the confusion and inconvenience this has caused. While we're unable to override the eligibility requirements for a new installment plan, we're happy to review any other available options with you. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_9d4857

Xfinity Assistant offered installment plan, but enrollment failed and service was suspended again

XfinityDilary

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