Visitor
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2 Messages
Bad customer service & can’t get help
What a mess!?!? On November 14, I ordered Xfinity cable and internet at my home. I picked up the equipment the next day at your store on 355 North Federal Highway in Boca Raton. I paid $50 and had a balance of $85 to be paid on December 8th. I showed my driver license when picking up the equipment. On Thursday November 18, you cancelled all my service saying that the household had a balance. I called and was on the phone with your customer service agents. They said that it was my mother balance and she died on November 26, 2020 on thanksgiving day. Her cable was on vacation at time of her death and I even returned her equipment to a Maryland location. She had no assets. So, I’m at a loss in what world is it ok to link my dead mom’s account to mine. When I was on the phone with your company, I even gave my ssn number. I thought this was resolved as the customer service department said that they would close out the account and open a new one. They said it would no longer be linked to mine. Today, I find that I now have a $264 balance and no cable Or internet still. Your company is even calling me to return the equipment!!! This is wrong on so many levels. I called again this morning and your team hung up on me after another 1 hour wait. Then, I spoke to your chat agent group who said I needed to Fix my account by bringing my license in again because they didn’t believe it was me. I’m not really sure what is going on but this is wrong. All I was trying to do was get cable and internet at my house and I’m being punished.
Accepted Solution
XfinityAnthonyT
Official Employee
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695 Messages
2 years ago
Hey there, I am so sorry about your situation I know how difficult it is to lose a loved one, and to add this headache on top of that is never ideal. Send a dm to XFINITY SUPPORT with your name and address and I can get the ball rolling on this for you.
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user_3ea3db
Visitor
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2 Messages
2 years ago
Thank you. How does one DM?
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BruceW
Gold Problem Solver
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24.6K Messages
2 years ago
You should start a new topic with your question or a description of the problem you are having. Posting on threads others have started may not be sufficient to enable the "Direct Messaging" icon.
When the Direct Messaging icon becomes visible to you, you still shouldn't use it unless you are asked to do so.
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user_d7cc20
Visitor
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1 Message
2 years ago
WE can not connect the app to the phone was on hold for long time on with a rep and then hung up...
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