Billing Error that needs corrected

Dear Xfinity Administration,

I have been attempting to get my billing corrected for over a month.  I have repeatedly called and spoken to numerous employees attempting to have my bill cancelled and my service properly set up.  All to no avail.

Let me explain, I became disabled after having spinal surgery and am living on minimal income now.  My Medicaid health insurance, PA Health & Wellness, has a program where I am supposed to get free internet services and they pay for it.  I followed all the proper steps, having called PA Health & Wellness and obtaining a promotional code (PAW4628).  Then I contacted Internet Essentials and ordered the service, having given the employee that took the order the promotional code.

I began receiving a bill and immediately called and spoke to several Xfinity employees and was assured that the bill would “drop off” and to just ignore it.

Last week I received a “past due” notice and contacted PA Health & Wellness to enquire what they could do to help.  The employee I spoke to tried connecting to Xfinity Internet Essentials and resolving the issue.  Your agents bounced our call around from Internet Essentials, to Billing, then back to Internet Essentials, and then to Repair and back to Internet Essentials again.  We were on the phone for two and a half hours!  In the end we asked for a supervisor to take our call.  After waiting several minutes a very loud and fast-talking Indian woman answered the call and threatened to hang up on me if the PA Health and Wellness representative stayed on the line.  She kept shouting it was a breach of policy.  The PA Health and Wellness representative left the line, and the Indian woman began demanding that I give her “the code.”  I asked, “What code?”  She said the one I sent to (a number that was not my telephone number).  I tried to ask for her to email it as that was not my phone number and she put me on hold and never returned to the line. 

With your call center being located in India, it is often difficult to communicate with the operators as they have very heavy accents and if they speak fast it becomes unintelligible.  None of these reps helped in any way, shape, or form.  One of the reps indicated she could see that the code had not been applied to the “hierarchy” and she would do it and made me listen and agree to some sort of  “agreement” but then told me that I was going to have to pay the existing bill because the bill was already generated.

Later people said they still didn’t see the promotional code on the account.

I would really appreciate it if a knowledgeable representative would correct these problems on my account.  There is not going to be a payment from me.  I do not have the funds and did everything I was supposed to do.