Roy1976's profile

Regular Visitor

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2 Messages

Thu, Dec 24, 2020 7:00 PM

Payment arrangement problems

My whole family was hospitalized with covid we have 5 kids and our 2 yr old didn't make it he passed 4 days ago my bill is past due and will be shut off the 26th the day after xmas it says in the app im eligible to change my due date so it won't be shut off the problem is it's showing October and November dates instead of December bcuz of this i can't use the service to keep my account i called and spoke with agents who were aware of the problem but told me there's nothing they can do to change it i used online due date change over the automated system on the phone and i also tried the chat option on chat it won't let me change my user role I've had this account before covid-19 and always pray even though i made them aware that we have kids in school our child has just passed and the internal glitches that stopping me from setting this up they still won't help me and also told me that even tho the disconnect date is 12-26-20 it'll be shut off xmas day the agent who i spoke to promised to call me the next day to help resolve this so we can keep services but she never did I've tried calling back but since I've been so busy getting my dead chil dressed to bury him and trying to give the rest of the kids some normalcy not to mention it's noted on the account we've had numerous problems with our service and we still payed now with the worst time of our lives xfinity doesn't care about the customers even when it's the companies fault thanks for nothing I hope you've enjoyed the 200 we've been paying every month

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Expert

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25.8K Messages

6 m ago

@Roy1976 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

Regular Visitor

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2 Messages

6 m ago

Thank you so much for replying and escalating my issue seeing as though my services will be disconnected in a few hours on xmas i won't even have internet services to continue reply or fix this

Official Employee

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375 Messages

6 m ago

Thanks so much for taking the time to reach out to us regarding your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. I am so very sorry to hear that your home has been hit by this horrible virus and I wish you all a quick recovery. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message with your first and last name, name on the account if different, service address and account number? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/3pATU9w;

Again

Expert

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25.8K Messages

6 m ago

@Roy1976 

In order to send @ComcastMichele a private message click on her name in her post and then on Send a message.

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