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user_7b5a2e
20th Anniversary celebration
1st Topic

Visitor

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3 Messages

Thursday, July 13th, 2023 5:15 PM

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$100 service fee... just for re-connecting my remote to my box... never informed about the fee... THIS IS A RIP-OFF!!!

I requested a technician visit cause my remote can not connect to my system. When I called for the service, I was never informed by customer service that the charge is $100. When the technician visited, he never mentioned about a service fee. He was there for about 5 minutes max, just to re-program my remote & to think it was Xfinity who caused the problem in the first place. The fee is ridiculous for such service & this is a total RIP-OFF!!! I want a refund!!!

Question

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Updated 

2 years ago

115

2

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XfinityThomasA

Official Employee

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2.3K Messages

2 years ago

@user_7b5a2e - Thank you for your feedback. It's important to us that clear expectations are set regarding the possibility of a service visit charge prior to the appointment. I'd be happy to speak with you about a refund. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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user_dp

Visitor

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1 Message

2 years ago

I had the exact same experience.  Note I have signed in but see no direct message icon on this page

This comment has been converted into a post

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user_7b5a2e

Visitor

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3 Messages

@user_dp​ Yes I followed the instructions but there is no "direct message" icon. I also tried to chat with a representative & they gave me a reference number but still no refund, not even a partial refund. The charge is just too much for a reboot. The tech stayed about 5 minutes & what's worse both the customer service rep & the tech never mentioned any service charge. Total rip-off.

2 years ago

0

XfinityRaul

Official Employee

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1.9K Messages

@user_7b5a2e Are you doing this from a computer or mobile device? Do you mind sharing what you do see on your end when following the steps we previously provided?

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

0

user_7b5a2e

Visitor

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3 Messages

I am using a laptop. I chatted with customer support way back June20 & he gave me reference # ECM0002299558 but to this day there is no credit or adjustment on the $100 charge. So frustrating.

2 years ago

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