Xfinity lied to me about the installment plan

So I set up an installment plan. It immediately lied to me about the 12 month payments. It instead took my normal month bill and added the installment price to it. There was never an actual option to pay off the past due balance in increments. I now have a $604 dollar bill. I did not make enough to even pay the normal $242 bill that was said to be wiped out with the total balance upon signing up for the installment plan. Xfinity said I could pay this off in monthly payments of about $62. It should be illegal to lie to loyal customers. I had the cable in my name because my mother who passed away in December couldn’t afford to pay. I need wifi as I do not have unlimited data with my phone company.

Responses

K

kjr817

2 Messages

2 years ago

I’d also like to point out loyal customers who experience economic hardships should not be penalized or lose services also disabled customers should not be penalized. This is fraudulent practice and unethical.

3

XfinityJosephA

Official Employee

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1.7K Messages

Hello, @kjr817 how are you? I hope your week is off to a good start. We know getting extra time to pay and having flexible payment options can be a huge help! Did you already set up an installment plan using the Xfinity Assistant? When you log into your account at https://www.xfinity.com/ you may see a message about flexible payment options. This depends on eligibility. From here select "Chat for Options" to launch the "Xfinity Assistant" Next you will want to pick "I’d like to see my payment options." To proceed with setting up an installment plan, select "Installment plan." The last steps involve making a $50 payment toward the past due balance after confirming you agree to sign up. This link is a great resource to reference.

https://www.xfinity.com/support/articles/installment-plan-balance-due

If you have already taken advantage of this option and need to make changes to your account we can help with that too 😀 That way we can make sure you have Wi-Fi and review billing details if needed. Use the Direct Messaging icon on the top right side of the page to send your name and service address to "Xfinity Support." You will see this next to the bell icon.

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2 years ago

0

U

user_7fb75b

4 Messages

I spoke to a rep who said I'm eligible for installment plan, yet the Xfinity assistant said there's no payment option for me. XFINITY DOES NOTHING BUT LIE

2 years ago

0

XfinityKatie

Official Employee

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744 Messages

Hello @user_7fb75b We never want you to feel as though we are lying, and want to ensure that you fully know what is going on with the account. If you are already enrolled in a payment arrangement, installment plan, or our Xfinity Assistance Plan (XAP) then you wouldn't be able to enroll in another plan. If your account is eligible, then you would be able to use the Xfinity Assistant to set up an installment plan. However, if no option is showing for you to be enrolled, then your account is likely ineligible. While our team is not able to set up accounts on installment plans or confirm if you are eligible here, you can call in to our support line at 1-800-XFINITY (1-800-934-6489) and request to be transferred to a Revenue Assurance specialist, as they will be able to confirm if you are eligible for the installment plan, and get you enrolled in one if you are!

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

2 years ago

U

user_7li7cx

1 Message

1 year ago

It happened to me too! I was with them for 10 years, and I finally left. They lie, or leave things out. I'm tired of the deceit. I'm moving on to a different provider.

0

Billing

kjr817

Xfinity lied to me about the installment plan

kjr817

XfinityJosephA

user_7fb75b

XfinityKatie

user_7li7cx

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