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.

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XfinitySean

Official Employee

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833 Messages

15 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?

user_3v2g1k

Visitor

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2 Messages

14 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).

XfinityMelinda

Official Employee

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276 Messages

Thank you for taking the time to share your experience. I can certainly understand why you're concerned, especially regarding the technician charge and the recent changes to your services.

We'd be happy to take a closer look at both issues. Regarding service changes, Comcast sends an order summary and approval request before changes are finalized, allowing customers an opportunity to review and approve the details being submitted on the account.

As for technician visit charges, there are situations where a charge may apply if the issue is determined not to be caused by the Xfinity network or equipment. We understand your concern that you were not expecting a charge and would like the opportunity to review the specifics of your visit. For additional information about technician visits and potential charges, please see: https://www.xfinity.com/support/articles/prepare-for-your-service-visit

Your experience is not what we want any of our customers to have. Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

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13 hours ago

XfinityMatthew

Official Employee

•

2K Messages

1 hour ago

Thanks again for reaching out. We appreciate you allowing us to help get the install charge removed, and the missing channels added back to your plan. We are here from 6am-1am EST should you have any additional concerns.

XfinityPaula

Official Employee

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2.2K Messages

26 minutes ago

user_3v2g1k Thank you again for being with Xfinity and taking the time to allow my team to help you on our Xfinity Forums. I'm happy that we were able to make the corrections / changes on the account to help out. I hope that you think of our team first if there is anything that you need in the future.

Customer Service

user_3v2g1k

escalation support

XfinitySean

user_3v2g1k

XfinityMelinda

XfinityMatthew

XfinityPaula

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