Regular Visitor
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6 Messages
Payment Arrangement Fiasco
Throughout this year, I've faced numerous difficulties in keeping up with my Xfinity services. Typically, I find myself trailing behind by one billing cycle for Internet, TV, and Mobile, resulting in the need to arrange payments almost every other month. Over the years, I have established countless payment arrangements, either for Mobile or Internet/TV, and have always fulfilled my obligations by paying the bills.
Just last week, I contacted the customer support chat to set up a payment arrangement for my overdue Mobile bill, which amounted to $233.66. Despite the convenience of communicating with overseas representatives through the chat, it can take forever to get a problem resolved...about 30 to -l,
To my surprise, I was informed that I couldn't establish a new payment arrangement because I had defaulted on a previous one, which had been set up for $253.37. I adamantly expressed to the representative that I had never defaulted on a payment arrangement before and that I had even paid off the previous one a couple of days ahead of schedule. During the chat, I accessed my Xfinity Mobile account and reviewed the last statement, which clearly stated that it was paid in full.
However, the representative claimed that the balance hadn't been paid and insisted that I had broken the agreement, denying my request for a new arrangement. He pointed out that I had only paid $145.05, which was accurate. The system only allowed me to pay $145.05 and nothing more. I initially found it odd but concluded that the lower amount was due to the credits from the new phone I had just purchased from you.
Consequently, I made the payment of $145.05 and checked the statement, which indicated that it was "PAID IN FULL."
If the amount was indeed paid in full, how could I have defaulted on the payment arrangement when I paid it two days ahead of the due date?
According to the representative, the payment was not considered complete. However, if that were the case, why wasn't my service shut off? I have thoroughly reviewed my emails and current bill, none of which indicate or reflect any outstanding balance. I never received any notice or communication suggesting that my payment was insufficient. After pleading with the representative, he finally agreed to let me pay my latest bill on the 25th of this month. However, he emphasized that this was a one-time courtesy and warned me that I may encounter similar difficulties when trying to set up any kind of payment flexibility in the future, as I am now deemed a "payment arrangement risk."
While I could manage without service for a day and pay the following day when I have the funds, my job requires me to work from home, and internet access is crucial for performing my duties.
It's disheartening that nobody is able to authorize an extra day or connect me with a supervisor or Tier 2 specialist as was previously possible the automated system used for making arrangements provided better assistance than the overseas representatives who take an excessive amount of time to handle even the simplest requests. It's evident that their capabilities are limited compared to what your representatives were able to do before. I empathize with them because they are genuinely kind and willing to help, but it appears that their efforts are futile.
Again
Expert
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31.4K Messages
2 years ago
@pimpdog43
It may be beneficial to you to change your billing date.
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CCEthan
Official Employee
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1.4K Messages
2 years ago
@pimpdog43. I appreciate the feedback and can understand your view based on your experience. Our payment arrangement system is mostly automated now and if it sees the previous amount was not paid it will show as previously broken. This is separate from what the bill says or what the amount due is. All agents that can handle arrangements have the same ability now. We are always looking to make improvements and your feedback helps with that.
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pimpdog43
Regular Visitor
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6 Messages
2 years ago
really>? so why does it say it have a payment arrangement for 260 when its actually for 233 and why when you click to pay the 233 does it change the amount owed to 152?> that has nothing to do with your agents. Thats the information being presented to the customer in this case me...on my account page. I appreciate you responding but you addressed none of my concerns. I didnt write you guys to help you improve - I wrote you so someone who has the actual authority and hardware can remove whatever red flag has now been placed on my future ability to make a payment arrangement at the Mobile or Internet/TV divisions as well as addressing my shut off date of May 24th and authorizing me to have ONE extra day to be able to make the payment on MAY 25th so they dont shut off the internet which I need to perform my job since from home. Because if no one can then I will be forced to end my services on all your platforms since I will lose my job. I have a setup that cannot be moved to another location for a day to sit it out until I can pay. I have static ips specific ports fueling my vpn running off my IP address that I cannot up and move for day. I just some there to give me a break and peace of mind to be able to pay my past due on the 25th.
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pimpdog43
Regular Visitor
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6 Messages
2 years ago
Is this really Comcast? I'm really disappointed with the lack of effort put into resolving my problem. I was hoping this would be this would be the holy grail of getting your issue resolved but that apparently is not the case. I do appreciate the user Again expert advice to help alleviate any future problems.
Initially, you thanked me for my feedback without addressing or resolving the issue at hand. I guess expected too much. Subsequently, I outlined my problem again, only to receive another generic response stating that nothing can be done to override the "system."
The system in question has made a clear and easily verifiable error on my account, which continues to display incorrect information. This system now adversely affects my current and future payment flexibility, despite my lengthy history as a customer of over 20 years. I utilize almost every service Comcast offers, and it is crucial for me to have a one-day extension to pay my bill, as failure to do so will result in service disruption, ultimately impacting my ability to work from home.
I can't help but reminisce about the Comcast that used to go above and beyond to assist its customers. It seems that the level of customer service has declined significantly. Therefore, I kindly request that you refrain from responding unless you have a genuine solution to offer. I would appreciate being able to enjoy my final day of using your service without encountering another generic scripted response.
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user_b57fc0
Visitor
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17 Messages
1 year ago
We had the exact same experience. The reps are very nice and completely unable to help. When you talk to a rep from this application they basically tell you anything the reps told you previously, even if confirmed by email, is inaccurate and you're basically out of luck. We also have experienced multiple unplanned service outages where we requested credit right after and never received it. I just had a rep tell me that I was wrong and all outages have been because we didn't pay. Yikes. Not sure what has happened to them but it's a mess. At least they're nice when they give you the wrong information. So, winning???? LOL.
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