Terrible customer service

user_f2katd, Hi, there! Thank you so much for taking the time out of your day to reach out. This is definitely not how we want you to feel. As a customer myself, I have been in your shoes before where I needed a payment arrangement so I understand the concern. I am so sorry to learn about the difficulties you have endured after a 5-hour conversation with no resolution. You've reached the right place. We are a team of specialized experts who are dedicated to resolving payment arrangement concerns such as this over social media. We can help. Payment arrangements are set up via our digital self-service options these days to help make your experience more seamless. With digital options, you do not have to speak with anyone which is a lot faster. Here is a link to more details here. Here are also the steps below when eligible for a payment arrangment. Please let me know if this helps. 

 

1. If you need more time to pay your bill and you’re eligible for our flexible payment options, you’ll see a card on the Overview page of My Account that recommends chatting with us. To set up a payment arrangement with Xfinity Assistant, click Chat for options.

2. Select Billing and payments.

3. Click Set up a payment arrangement.

4. You can choose when to add your payment method. If your service is already suspended or if the date you’re able to pay falls on or after the date your service will be suspended, you’ll need to add a payment method and schedule a payment in My Account.

5. If you select Add a payment method later, you’ll continue setting up a payment arrangement through Xfinity Assistant by choosing a date.

6. You’ll see a confirmation with a reminder to add a payment method by your payment arrangement date. 

user_f2katd, Oh, no. I know how that is as a single father of 4 kids. We truly want to do everything within our power to help. When not eligible and can't schedule the payment arrangement online, the only other option is to pay the past due amount to have the services restored. When do you think you will be able to pay the past due amount to have services restored? What I can do from here is follow up with you after that payment is completed to the account to help explore all the options to the lower the bill and to ensure the services are restored with no issues. How does this sound?