Visitor
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3 Messages
Yet another lie with xfinitys installment plans
My service had been disconnected. On April 12 th I logged into my Xfinity account and it offered me the option to pay my entire $669 balance off in 12 month installments. Perfect now I can get caught up. I chose the 12 month plan and followed the instructions and it asked me to pay a $50 down payment. I paid that with my debit card and the payment was confirmed and within 10 minutes my service was restored. Two days later my service is disconnected and the customer support agent said they confirmed with the billing people that I have to start over and pay another 50 down payment and redo the installment plan. Why? Does Xfinity just never honor their customer agreements? Why did they offer me the installment plan and reconnect my service to begin with? I am so sick of paying reconnect fees and disconnect fees because they have the worst system on earth and constantly screws up customer payment arrangements. Been with the for a decade but I think this is the final straw.
XfinityMarshante
Official Employee
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1.1K Messages
5 hours ago
Hello @user_zje4kx, thank you for taking the time to leave a post. Sorry to hear about the trouble you experienced while setting up the installment plan to restore your services. I can understand how frustrating this must be, especially after following the steps provided, only to have your services disconnected again. Please know we want to help make this right. We’d be happy to submit a ticket to ensure the installment plan is added correctly, so your services can be restored and remain active. Our goal is to get everything resolved as quickly as possible, so you can get back to enjoying your services without any further disruption.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, click the "New message" icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_zje4kx
Visitor
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3 Messages
4 hours ago
Submit a ticket? How long will that take? This forum is me submitting a ticket. Obviously the installment plan did not set up correctly, but that is not my problem. I did everything correct and paid my down payment and I expect Xfinity to honor their agreement with me. The agreement began when they accepted my down payment of $50 and promised me my service would not be interrupted unless I missed my installment payment by 4 days. I have not missed any installment payments because I just started the plan on April 12th. There is no logical explaination as to why customer support is forcing me to start over and pay another $50 down payment. Just reatore my services and honor the agreement you already gave me!
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