Visitor
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5 Messages
ACP Benefit being stolen by Xfinity
For some reason Xfinity disconnected my internet service on November 2. I immediately called rto find out what happened. They said I asked to be disconnected. Im not sure But I think these people we call are brain dead. I didnt ask to be disconnected. Ive been trying to get the package discount I had and my ACP benefit restored since November. I contacted ACP several days ago and found out Xfinity has been recieving the benefit. There is no reason why they arent applying it to my account. The story I KEEP GETTING FROM Xfinity is the computer states I already have ACP so they cant apply ACP verifier number. So Im thinking since I had to pay the $30 a month that I should get that money. Once I have written evidence from ACP Im filing a law suit.
jweaver0312
Expert
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2.1K Messages
1 year ago
Moved to Customer Service
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XfinityJohnG
Official Employee
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1.6K Messages
1 year ago
Thank you for reaching out to our team here @rbuonauro. I would be happy to check on any account issues from here for you. Could you send us a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (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
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rbuonauro
Visitor
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5 Messages
1 year ago
just like all the others. I did what was asked and I didnt get a reply.
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user_h3ki2l
New Poster
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5 Messages
10 months ago
I'm glad to see unfortunately that I am NOT the only who has been totally [Edited: "Language"] by Xfinity when it comes to my ACP benefits!! I haven't received any of my credits for nearly 10 months. After being disconnected several times during the past 10 months and countless hours on the phone being tossed from rep to rep like I'm some Hot Potato game piece, my issue has yet to be resolved! Now, they stuck me with a $316 bill, disconnected service, and mind you I work remotely where I can only use my home internet to login. Xfinity billing department even admitted that the problem was due to an error on Xfinity's end because the customer service rep who did my ACP application and set up my essentials service applied my "old ACP application ID" from my previous address instead of my "NEW ACP application ID" to my new service address. And that causes me to be disenrolled. This was something no one in customer service department told me about for 10 months while I was constantly calling in because I was seeing none of my credits being applied to any of my bills. The call centers are now overseas and I have constant issues with language barriers, being hung up on, and incompetent reps who either never put notations on my account, feed me misinformation, and never do what they say they will do to fix my account. They would just reactivate my service, assure me the problem was fixed and tell me the readjustments will be seen on my next bill. Now, I'm also stuck with months of reactivation fees and late fees for the same service months I "should" have had ACP benefits applied. This is a gross mishandling of government funded benefits and borderline extortion to make customers pay for these wrongful charges or face termination of their Internet services. This is a class action lawsuit waiting to happen. And when it does, best believe I will be just as petty as Xfinity has been to me.
(edited)
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