Visitor
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8 Messages
Lied to by phone representative
On Feb 8th, I called to establish a payment arrangement. I spoke with an agent. I originally asked for an installment plan, but she said it would have automatically shown on my account, but it didn't. So, after explaining the situation, she stated she spoke with her supervisor and services would not be interrupted as long as the bill was paid before the next billing cycle. Well, they suspended this morning. So I called back and spoke with someone else, who stated he couldn't even see that I called yesterday. Even though I got the call log, and ID number of the agent I spoke with. So your agent lied to me on purpose and stated her supervisor approved it.
So I need someone to contact me about this. All i wanted was the arrangement I was promised.
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_476b65. Thank you for taking time out of your day to create a post, working from home myself I completely understand the importance of needing to have active service. I did want to help get the proper expectations set up that due to account security, we are unable to help with payment arrangements as we can't set up or take any kind of payment information (card/checking).
If eligible you can check to see if you can set up a payment arrangement through the great self-help option: https://www.xfinity.com/support/articles/set-up-payment-arrangement. If you have already set up a previous payment arrangement, you may not be eligible to extend or set up a new one. We also recommend making any payments before a new bill generates, as the past due amount changes once a new bill generates. If we didn't receive a payment before a new bill prints, the previous bills full total will be the new past due balance.
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
@user_476b65 we can check to see the eligibility for payment arrangements, or look to see if one is set up from our end. But again wanted to set up the proper expectations we don't have the options to change or set one up. I would be happy to check the account to see the status, and since I will need to gather information we don't want in our public conversations.
When you have time, please send a direct message:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
@user_476b65 I appreciate you sending the direct message, I'll follow up with you there to continue.
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