Visitor
•
2 Messages
escalation support
I have a few issues and today I called and I was hung up on twice. Who can help me resolve issues with billing. I also was not informed of a $100 charge for in home tech support as tech support on the phone was unable to resolve my issue.
XfinitySean
Official Employee
•
833 Messages
13 hours ago
Hey there user_3v2g1k, thanks for taking the time to post here on the community forums! I'm sorry that you had difficulty getting support over the phone. You've come to the right place, and our team is more than happy to help in any way we can! Was the charge for the visit the main concern, or were there other issues that you're running into as well? If so, can you provide some details so we can better assist?
0
0
user_3v2g1k
Visitor
•
2 Messages
11 hours ago
The charge for the visit is definitely a concern living on a fixed income. My issue was sent to advanced support and they sent the tech to my home. No one made me aware there was a charge. I feel if they requested the tech to come out I shouldn't be charged. If I had known of the charge I would have not had them come to my home. I live in a senior apartment building and I know several of my neighbors who have Xfinity were having the same issues. The tech told me they have several in home tech visits with some of my neighbors and I'm sure they were not made aware of the charge.
The other issue I have is my contract was coming up and two weeks ago I spoke with Angela in the Retention Department. She was trying to get an approval for a much lower cost for my internet and tv and was to call me last week when she got it approved. There was no call back. One of the techs I talked to on Friday said I needed to get a new contract and he saw he could give me the same cost as Angela was trying to get me approved for. I said to him several times is this the same as I currently have and he verified it was the same but with discounts. I agreed (which was wrong on my part). Well what he had me agree to was much lower cost, but not the same as what I have had for the last 2 years. Now I'm stuck with something that is not what I want for 5 years and I still do not know the actual cost in writing. I also have Xfinity Mobile but pay separately for that.
I'm so upset with the lies about my contract I have been told and the omission of not telling me the tech visit was $100 (I guess no food for me for a few weeks).
1
0