Visitor
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1 Message
FILE A COMPLAINT
I spent nearly 3 hours on the phone with 2 different reps to see how to reduce my bill and possibly add a channel - Altitude to be exact. At the end of BOTH calls I was told that not only would I have that channel but my bill would be reduced. Well, just got my new statement. Not only did the amount not go down it went up almost $100. When I called customer service just now they said the $100 was an installation fee for home security. I'M ALREADY PAYING FOR HOME SECURITY WHICH HASN'T WORKED IN YEARS!!! A couple of the monitors need batteries and stupid me figured Xfinity monitoring would notice that it wasn't working after a while and contact me. DIDN'T HAPPEN! That tells you just how bad their monitoring is. My neighbor works for ADT and he told me that their monitoring would have caught the fact that there was an issue and contacted me - he is NOT a salesman - which makes total sense.
XfinityJustinM
Official Employee
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493 Messages
9 hours ago
Hi @user_6gj7u6, thank you for sharing those details about your recent experience. We know how alarming it can be when expectations are not set properly for billing. Our team would be happy to perform an account review and look into your Xfinity home equipment concern. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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