Visitor
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1 Message
Xfinity refund
I am the mother of [Edited: Personal Information]
who has an XFNITY acct with you. I am authorized to speak in his behalf regarding his acct.
To make a long story short, payments were being made but not credited to the new acct. When Bryan's service was restored approximately 2 months ago, a new acct was apparently opened. Payments were being made but each month he was receiving "DISCONNECT" notices which, made no sense to me. So, after speaking to an XFNITY agent, it was discovered that there was a credit balance in the amount of $340.
When speaking to an agent today, who told me her name was Rochelle, I asked if the refund check had been mailed. Her response to me was " she couldn't give me any info because the acct holder had to be on the call". I explained to her that all of my info and conversation with the other agent i spoke to previously should be documented on Bryan's acct.
I paid the $51 that was showing owed or his service would be interrupted. They have my tel #, my address ETC on his acct because the other agent that spoke to me saw that info in Bryan's acct. The day I paid the $51, the agent acknowledged the payment had been made. The same agent also told me the refund for my son's acct would be sent out in 8 days.
That was the main reason for my calling was to confirm that payment was or has been mailed out. I asked to speak to a supervisor and was told both supervisors were unavailable. Rochelle told me it would be approximately 10mins or more before they were available. I asked to have a return call because I didn't want to hold the line......I'm still waiting for the call.
My point for sending this email is because each time I've had to contact XFNITY, I always get different info from different agents....NEVER ANY CONSISTENCY!!
As a matter of fact, I wouldn't have known that XFNITY had $340 sitting there but never tried to contact my son to make him aware of this. If I, as his mother, hadn't done my investigating, I'm not sure if the refund would have ever been known about. It shouldn't have been that hard to figure out and communicate that to your customer;
[Edited: Personal Information] same address/same person - there's no mystery to this situation.
Please provide information about my son's refund that is due him.
Thank you.
NOTE: I still haven't received a call-back, as expected
user_666103
[Edited: Personal Information]
XfinityLinda
Official Employee
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2.8K Messages
40 minutes ago
Thank you for meeting us here about the billing concerns, @user_666103. We're sorry to hear about your experience and billing concerns. We'll gladly assist in the investigation. Please send us a Direct Message with your name, your son's name and the service address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (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.
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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