6961343's profile

Frequent Visitor

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5 Messages

Tue, Dec 15, 2020 4:00 PM

How come customer service if a forum?

How come the only ways to get customer service is to go through the degrading phone experience or to post something in a forum and hope to receive an appropriate answer in a reasonable time? Why is there no obvious email to customer service link like real companies have?

Self help means that you are offering no help.

Responses

Accepted Solution

CCTeds

Official Employee

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18.9K Messages

6 m ago

Apologies, I should have looked up your additional post and I would have better understood what you were referring to. Thanks for bringing that to my attention.  

 

 We continue to enhance the billing experience to make it easier for customers to access and stay informed about billing information through digital options like My Account

 

Moving our existing customers to Paperless Billing provides a more standardized experience to our customers and supports our efforts to provide customers a better, digital billing experience. 

 

  • Affected customers will begin receiving Paperless Billing starting Feb. 10-15, 2021.
  • Customers don’t have to do anything to enroll. We will automatically change this setting on their account.
  • After Feb. 15, customers can turn off Paperless Billing in My Account if they’d like to receive paper bills again.

Benefits of Paperless Billing

  • It can save you money:  Save $10/month with both Paperless Billing and automatic payments. 
  • It's hassle-free: You'll receive your monthly bill by email, and you can sign up to get a reminder when your bill is ready to view online and when your payment due date is approaching.
  • It's convenient: You can view your full monthly bill anytime, on any device, and pay easily with My Account. You'll be able to access all your bills from the last 24 months.
  • It's green: Reduce clutter, save stamps and help the environment.
  • It's secure: You'll access your secure billing and account information by logging into My Account. 

How will I get my bill?

We’ll send you a reminder email each month letting you know your bill is now available. This message will show you the amount due and the due date, along with a link to My Account so you can see billing details. You can also sign up for text reminders in your My Account settings.

What if I don’t see the email you sent me about my bill?

We’ll send the email to the email address you used to set up your Xfinity ID. You’ll also be able to view billing information through the Xfinity app, online at My Account, with the Xfinity My Account app or on your X1 device.

Why are you auto-enrolling me in Paperless Billing? 

We understand that billing changes can be uncomfortable and will be sure to explain this change, so you know what to expect. We’re continuing our efforts to give customers digital options, and most customers enjoy the added convenience of Paperless Billing. Starting Feb. 10-15, 2021, you’ll stop receiving a paper bill when we move you to Paperless Billing. However, you’ll still be able to view and pay your bill anywhere using My Account, and we’ll send you an email when your bill is ready so you can review it before it’s due.

Does this affect my payment method?

No. If you’re already in enrolled in automatic payments, we will still charge your preferred payment method on your due date. If you haven’t set up automatic payments, you’ll still be able to pay your bill just like you do today: online, over the phone, in person or by mail.

Having a paper bill is important to me – no exceptions.

I understand your concern about having a paper bill. If you’d like to go back to a paper bill in the future, the option will be available. It’s easy to turn off Paperless Billing using the Xfinity My Account app or on your X1 device. 

I want to opt out of this change now, and not in February.

I hear your concern about waiting to opt out. We will send you additional reminders as we get closer to Feb. 15, 2021, so that you stay informed about this change. If you’d still like to go back to a paper bill in February, you can easily change your preferences using My Account or on your X1 device. 

CCTeds

Official Employee

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18.9K Messages

6 m ago

@6961343  How can we help? Thanks for your patience. 

6961343

Frequent Visitor

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5 Messages

6 m ago

On your customer service page there are the ready answers that you are herding us to. Then the next possibility is the useless chatbot, which is even more limited and does not comprehend English nor logic, because its universe is even smaller. Then when one scours the page for an email link all one finds is a link to your "communities" and of these the most likely chance of getting an answer seems to be the forums. But, alas, no email to customer service or technical information. It is all serve yourself and try to find the hidden answers. Making one spend way too much time chasing down leads that may lead to nowhere. The forums are a last chance effort to get answers and information that should be readily available or easy to get.

 

CCTeds

Official Employee

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18.9K Messages

6 m ago

@6961343 Apologies. Thanks for your feedback. You have access to real people and employees right here who can help. 

 

Please let us know how we can specifically help you today? Billing, repair? Thanks much!  

6961343

Frequent Visitor

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5 Messages

6 m ago

If so, then how come I have no answer to my original post about what to do in order not to be stuck with paperless billing and whether if that is the only possible outcome could I leave Comcast without penalty?

An appropriate email link might have given me a rapid answer or began an easy to navigate stream of correspondance as opposed to this slapshot non-committal form of "communication".

6961343

Frequent Visitor

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5 Messages

6 m ago

I see that my original post "Recent notice of manditory paperless billing" has this same reply and then there is no further reply button available, and adding the designation of  "answered": all effectively terminating that conversation. Control that narrative, huh. But further commentary is needed which is no loner available to place in its proper link. But then, that is how we got to here anyway.

So, we must wait and be vigilant to sieze that cancellation "opportunity" for paperless billing arises, hopefully before our bills would be sent. We must also hope that whatever the reason for the discrepency between February 10th and the 15th does not affect us personally. I am assuming that this is merely another usage of the idea of making something that should be so simple into something that becomes so incredibly hard that the user will merely acquiensce. 

 Now back to Re: How come customer service if a forum?  Sorry about the typo of "if"for "is".

 These 2 threads are ample evidence for the need for real answers to real questions and not this controlled corporate "forum".  And the amount of time and energy spend is extremely disproportionate to the benefit received. 

 

Regular Contributor

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215 Messages

6 m ago

@6961343  I agree completely with your last post. 

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