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Monday, March 4th, 2024 8:25 PM

Closed

Billing Issue - What is the customer support email?

I am trying to resolve a billing issue but haven't been able to get resolution through the phone service.

Background - I upgraded my service a couple of months back and received a confirmation email with the new monthly charges. However, the bill for the following month was over 30% higher than the confirmed rate. I called customer support a month ago to get it resolved and was assured it was a mistake and the issue would be fixed. Unfortunately, this month the rate is still the same higher rate. Attempts to get it resolved through a customer support call either result in an offer for higher rate and/or being bounced around between representatives.  

Anyone have know if there's a support email I can reach out to? Thanks!

Accepted Solution

Official Employee

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1.6K Messages

1 year ago

Thank you for reaching out to us here @user_8v5fvy. Our team here can look into any billing question or issue 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

Visitor

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3 Messages

1 year ago

I Received an email saying the ACP discount is expect to end soon.  I am on this program thru xfinity and it is helping me because I am on a fixed income!  If this does end I will need to look for a much cheaper service for my home!

Official Employee

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3.3K Messages

1 year ago

user_8v5fvy We appreciate your time in working with us to help you find a package that works for you. I hope you have a wonderful rest of your day!

Visitor

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3 Messages

Unfortunately that does NOT answer my previous question about the ACP ending!  I do not know how to post publicly so I am unable to other wise I would!

Official Employee

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3.2K Messages

@deb1074 The federal government (FCC) has provided notice that ACP could end as early as April if the program does not receive additional funding. As a result, all ISPs and mobile providers, including Comcast, can no longer sign-up customers for the program and get the benefit. It’s important that customers understand that Xfinity is committed to helping ACP participants find the right package to stay connected to fast, reliable internet at an affordable price in the event that the federal government doesn’t extend the program. We understand how critical home internet is to your everyday life and are actively monitoring this situation to make sure you have the most up-to-date information. No action is required at this time. The ACP benefit would remains on your account, and we’ll contact you again at least 60 days before the program ends with the best next steps for you — including pricing and packaging options to meet your needs. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.  You can also set up the services directly from the website. 

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