Visitor
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1 Message
Review of Representative
I am wanting to leave of a review of our xfinity representative [Edited: PII]. He told us that our plan was $40 a month whether we used an xfinity gateway or our own modem. I figured since it was included like he said, I would go get a gateway. Now I'm finding out months later that we're charged $15 a month extra for the xfinity gateway. I don't know if he lied or was just misinformed but that feels very hurtful to us, to be told we would not be charged and then find out we're being charged with no email or warning. Very poor service, feels like an intentional scam. I hope he is not still misinforming customers.
I tried to contact customer service and talked to [Edited: PII] on the phone but they did not speak English well so not much help
XfinityChelseaB
Official Employee
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1.8K Messages
4 days ago
Hello @user_6iaggy, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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XfinityFrank
Official Employee
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1.5K Messages
2 days ago
@user_6iaggy, we want to thank you for reaching out on the Community Forum for support with your billing issue. The issue was a rental modem was added to your account but then taken off, credits were needed for the timeframe though, which we were able to take care of. I'm glad we were able to help. Take care, and thanks for being with us!
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