$100 In-Home Visit Fee Was Never Disclosed

I am extremely frustrated with how Xfinity has handled a $100 in-home service visit charge that was added to my account. My internet stopped working, so I contacted Xfinity for assistance. After troubleshooting did not resolve the issue, Xfinity sent a technician to my home. At no point before scheduling or during the process was I informed that I could be charged $100 if the technician determined the issue was not caused by Xfinity. Had that information been disclosed to me, I would have been able to make an informed decision about whether I wanted to proceed with an in-home visit. The technician ultimately determined that the problem involved the electrical outlet/switch powering my equipment rather than Xfinity's network. He corrected the setup, and my service was restored. I later discovered a $100 "In-Home Visit" charge on my bill.

My issue is not simply that Xfinity determined the problem was inside my home. My issue is that Xfinity never disclosed that determination could result in a $100 charge before I agreed to the appointment. I called Xfinity immediately after seeing the charge and explained exactly what happened. The representative told me a ticket would be submitted and that the charge would be credited. I reasonably believed the matter had been resolved. I have now learned that the so-called "back office" closed the ticket and deemed the charge valid. I was never contacted about that decision, given an explanation, or provided an opportunity to speak with the department that made it. The $100 charge simply remained on my account.

This entire process feels misleading and deceptive. You cannot reasonably expect a customer to consent to a $100 service charge when the potential charge was never disclosed before the service was performed. Telling me afterward that the charge is "valid" because of what the technician ultimately diagnosed does not address the lack of disclosure beforehand. I am requesting that Xfinity review the original interaction in which this appointment was scheduled. If calls/chats are recorded or retained, I encourage Xfinity to review them and identify where I was informed that this appointment could result in a $100 charge and where I agreed to that charge. If Xfinity cannot demonstrate that the $100 fee was clearly disclosed to me before I agreed to the technician visit, I expect the charge to be removed from my account. I have already attempted to resolve this through customer service and was initially told the charge would be credited, only to later discover that the request had been denied by a department I cannot speak with directly. I should not have to repeatedly contact Xfinity to dispute a charge that was never properly disclosed in the first place. I am asking Xfinity to remove the $100 in-home service fee from my account.