Customer service/suspended service with extended pay date!

I am writing to you today as a valued customer for several years. I can only say how utterly disappointed I am with the lack of curiosity. I sent a payment date for July 10/2025 and once again my service was suspended. I am unsure as to what I should do now considering how rudely customer service spoke to me. I have never had as my issue with your service as I have had in the last year with lack of communication. I spoke on several occasions with a customer service agent. This was in regards to being charged for equipment that had long been returned. I am also still being charged for an app service every month $6.99 that I did not ask for. I spoke to an agent several months ago about all the extra charges that I was paying for and should not have been.

Here is what is even worse you did end up giving me a really small credit for my inconvenience of paying for months and months of things I should not have had to pay. Then even after you gave me a small credit you still turned around and charged me again for the last several months for the extra charges that should have been removed. I honestly am overwhelmed with the monthly charges for the use of your internet. A $160.00 a month is outrageous considering you were over charging me every month. Then suspending my service when I have a recording of the payment date of July 10 of 2025. I haven't called the Better Business Bureau or left bad reviews because normally you have been understanding. I have agoraphobia, anxiety and ADHD, so not being able to have some internet is really terrible for me. So l am at a loss of what I do next because no one from your company is even willing to talk to me or help me. I am saving this email in case I need to publicly express it.

Thank you for your time and attention to this matter. I look forward to your response.

Sincerely,

[Edited-Personally Identifiable Information]

Responses

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user_cc6cyx

Visitor

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2 Messages

13 hours ago

I also wanted to say you were fine extending it last month! Now you are not fine with it! What would you do if you were me?

1

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XfinityAlyssaA

Official Employee

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2K Messages

Good evening @user_cc6cyx and thank you for taking the time to reach out to our Communities team with your billing issues. I see that you are having some issues with your service being suspended after making a payment, along with charges for equipment you returned and an app that you didn't request. I can definitely see why you are upset and where your frustrations are coming from. Our team can review your account to make sure that any returned equipment gets removed from the account and a credit is applied as well as remove any additional subscriptions charges you were not wanting. We can also look into offers to help get your rate back down. I want to assure you that you are in good hands with your team and we will be happy to get all of your issues resolved.

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I look forward to working with you further!

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13 hours ago

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