Visitor
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1 Message
Official Complaint: Repetitive Billing Errors and Inability to Cancel Service due to System Glitch
I am writing to formally lodge a complaint regarding a persistent system error with my NOW Xfinity prepaid internet service that has resulted in overcharging and unresolvable account issues.
I have been a customer for six months. Initially, the service was satisfactory. However, the experience became unacceptable when I moved to a new address. Because Xfinity NOW does not allow service transfers, I followed instructions to cancel my old account and open a new one.
I paid the $30 activation fee for the new address. Instead of updating, the system linked my new account to my old address, making activation impossible. An agent instructed me to open a second account, guaranteeing a fix. I paid another $30. The address remained incorrect. After waiting the promised 48 hours—and ultimately a full week—the issue persisted.
When I contacted support again, a third agent assured me the issue would be resolved if I opened yet another account. Out of desperate need for internet access, I complied and paid a third $30 fee. In total, I have paid $90 for a single active line of service.
While I finally have internet access, my online profile still shows three separate accounts and the incorrect address. Furthermore, agents via chat and phone now claim they cannot cancel the two duplicate accounts because the service is "prepaid," and the Xfinity app offers no option to cancel.
I request the following immediate resolutions:
- Cancellation of the two duplicate, non-working accounts.
- A full refund of $60 for the two redundant activation fees caused by Xfinity’s system errors.
- Correction of my primary account address in your system.
I look forward to your prompt response and a swift resolution to this matter.
Again
Expert
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34.3K Messages
2 days ago
Moved to Customer Service from Customer Compliments.
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XfinityMatthew
Official Employee
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1.8K Messages
13 hours ago
Hello @user_47shl9 Most agents including my team are extremely limited on the access we have to NOW accounts as it was meant as a self-service option for customers. We do have a ticket we can open with the billing team for the NOW service and we can try reaching out to them to escalate.
Please send us a direct message with your full name and the service addresses for both the old account and the new ones.
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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