EMAIL ADDRESS OR PHYSICAL ADDRESS NEEDED FOR XFINITY CUSTOMER SERVICE

I need to send a letter, I have put it here.

Vicki [Edited: "Personal Information"]

 

September 22, 2024

 

Account Number [Edited: "Personal Information"]

 

 

Complaint letter to Customer Service, Management, Billing Department

 

I had my account set up with Auto Pay which had worked fine until August when the person putting through the Auto Payment entered the wrong bank account number. I don’t know how this happened, but it was on your end not mine.

I thought the bill had been paid but then was contacted on August 26 by the past due bill person that my internet would be turned off unless I paid the bill.  I went online and saw what had happened with the Auto Pay so I paid my account with a credit card. He verified that the payment went through.  I later saw it on my credit card statement.

 

I was annoyed at that time with Xfinity processing the payment incorrectly because on August 26 I was busy packing to leave that night for a two week vacation yet had to spend considerable time on the phone to get it taken care of.  Little did I know it was only going to get worse.

 

September 9, 2024:

I came back two weeks later to find out that Xfinity had for some reason rejected my credit card payment and turned off my internet.

 

I again had to call to try to get everything straightened out.  The problem with these calls is that the service reps have such heavy accents that I have trouble understanding them. I have to ask them to repeat things numerous times.  This makes the conversations even longer.

 

I tried to find out why the credit card payment had not gone through on my account when it had gone through with my credit card company. He told me I probably had not talked to Xfinity and it was a scam call.  I told him I had called the same number that I was currently calling and still had it on my phone.  He said I would need to pay the amount in full using my checking account to get my internet turned back on.  I gave him my checking account number and he confirmed that the payment went through. As of September 9, I thought once again that my bill had been paid.

On September 15, I received an email telling me that my payment had been rejected.  Now I happen to have over $10,000 in my checking account so I knew it wasn’t for lack of funds.  I figured once again it was an issue with Xfinity.

I went online to my account and paid the ever increasing bill with a credit card.  This payment has been posted and has not been rejected.

 

I should only have been paying the monthly payment of $65 each month but have now paid considerably more due to the incompetence of your employees.

 

Two days ago, I received a bill for September 24 through October 23, 2024, which now reflects a monthly charge of $70 with various fees for check returns, late fees and reactivation fees.  This new bill is $141.63.

 

This is totally outrageous.  If your company had been processing payments correctly, I should have paid $65 for August and $65 for September with $65 due for October.  This would total $195.00.

 

Instead, I have paid $165.63 and now have a bill for $141.63.  This totals $307.26.

 

I am requesting a refund for all of the additional fees.  None of which were my fault.

 

 

IF I DO NOT HEAR FROM SOMEONE BY SEPTEMBER 26, I WILL BE CANCELLING MY SERVICE WITH XFINITY.

 

Sincerely,

Vicki [Edited: "Personal Information"]