The Worse Service I have ever had

@XfinityAmira​

Yes, they are making the necessary changes; however, this has become a significant inconvenience. I should not have to explain this situation every month to ensure I am not overcharged due to an error that I did not cause.

I would appreciate a permanent resolution so that this issue does not continue to recur.

Thanks for getting back to us, and I completely understand your concerns @user_qyiq7u! In situations like this, we may not have a permanent way to apply the necessary credits for this unfortunate situation, and from what you've stated, it appears the only resolution is to apply those necessary credits monthly. I know how extremely inconvenient it can be to have to reach out every month, so we truly apologize for that. 

I would be more than happy to ensure your account is noted regarding the monthly credit, so it does not have to be a hassle every time you call in. To do so, please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” (upper right corner of this page)
 • Click the “Start new conversation" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
 

I am still getting the runaround, and this issue remains unresolved despite the numerous notes that have already been placed on my account. Why is this so difficult to correct?

Xfinity should be documenting and permanently resolving this issue—not requiring me to explain the same situation every month. I have spent far too much time contacting customer service to have the same billing error corrected over and over again.

My account should automatically receive the $35 monthly device credit as originally promised. I expect this issue to be resolved permanently so that I no longer have to call each month to receive a credit for an error that is not my responsibility.

This level of service is extremely disappointing, and I would appreciate immediate action to correct this ongoing problem.