1 Message
Terrible treatment of Gold member by Xfinity
Xfinity has become a call center! I have been a GOLD member with Xfinity for over 4 years and have never had my service interrupted for any reason on my part. I recently had some financial responsibilities that took precedence, such as a (2) mortgage payments, over my cable bill. I have called Xfinity customer service multiple times to explain my situation and that I would set up promise to pay payments on my debit card for the next (3) weeks to catch up on my bill but I was told that that the only option would be to pay a 12 monthly installment plan. They told me that I could not pay (3) payments even after I spoke to a manger. The way Xfinity has treated me during the difficult time is awful. They shut my service off multiple times and put me though automated HELL! They flag your number and automatically send you to a delinquent line that NO ONE ever answers after waiting over an hour for multiple calls. The manger, ELLA, I spoke to today was no help and I could hear other employees LAUGHING at me in the background. Xfinity is an terrible company that has outsourced itheir customer service over seas and now has complete awful people punish you for being delinquent on a bill for the first time in (4) years. I have already logged a complaint with the FCC but I am letting you know that this company has gone to [Edited: Language] and you should NEVER treat customer like criminals, Each case should be handle on a individually basis and more respect must be given to the customers who choose to use this service!
XfinityGabby
Official Employee
•
1.5K Messages
4 months ago
Hi there, @user_5e698h. Thanks for reaching our Forums regarding your billing concerns. That's never the experience we want any of our customers to go through. I can certainly understand that there are circumstances that can cause you to get behind on your payments. We do have options when that happens to set up a payment arrangement by following the steps here or set an installment plan by following the steps here, and confirm eligibility.
Eligible customers can extend the payment 21 extra days from when the payment arrangement is first set up, but not more than 15 days past soft disconnection. If you are already in soft disconnect, you can extend no more than 15 days from when you set up the payment arrangement.
A payment arrangement requires you to pay the full past due amount owed by the future date selected.
Your service will be soft disconnected if you:
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