Visitor
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1 Message
Not receiving my approved/verified benefit from the EBB program
The issue with applying my EBB program benefit to my service is overwhelmingly frustrating...Xfinity customer (dis)service says contact the EBB program, the EBB program says to contact my service provider....meanwhile two billing cycles later (total loss of $100 that should have been covered by the EBB program) and no one can help. I have completed the first app through the EBB program site, received my approval confirmation AND the completed the Xfinity app - with all of the same information, only to be denied by Xfinity with their reason being that I have not submitted an app through the EBB program website. Yet, I have!! Customer service is supposed to do just that, serve the customer...but all that they serve is [Edited: "Language"].
EG
Expert
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111.5K Messages
4 years ago
Concern moved here for greater exposure to actual Comcast employees.
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user_4ce026
Visitor
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13 Messages
4 years ago
Same! I'm at the end of my rope after my call tonight! I just called internet essentials number (maybe my 6th call to xifinity) after multiple denials of XFINITY applications. (I AM APPROVED via the FCC, have email and ID# proof) I was told by the agent that the EBB credit was already applied to my account on the 28th and I would see the EBB applied twice on the next bill to reflect a past month credit as well. I got so excited that this very time consuming & frustrating experience might finally be resolved!! (Have been going back and forth since 5/12) But I was still a little confused because my last denial email from Xfinity was received on the 31st (the previous on the 27th)... so I dared to ask about this just to confirm. I was placed on hold for her to research this and when the agent returned her whole demeanor was changed!!; from very understanding and kind to just plain rude!! She snapped when she returned and said if I was approved and then denied, I have to call the FCC because they need documents to further look into my eligibility and this would not be "on her hands"!!. On her hands? Now, more confused than ever!!.. I asked to please explain again because I had the email as proof of approval from the FCC, the denials were from xifinity. She just kept repeating that it's on them ?? I also asked how previously she was able see in my account that xifinity had applied the EBB credit on the 28th, now I'm denied. She said your account is pending because you were denied and you need to call the FCC. How is it possible i'm approved, pending & denied all in the same call? I had had enough of the way she was speaking to me, I was nothing but nice (just throughly confused!) and started to ask for the number for the FCC and she spoke over me "you need to talk to the FCC I'm transferring you" and click. Please someone fix this!!!
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XfinityGabby
Official Employee
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1.5K Messages
4 years ago
Hello @user_e8a3bb, thank you for reaching out to us! I can certainly understand the frustration and I would like ot take a closer look and see what is going on with the account. Please send a private message with your name and address by following the instructions below:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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