7 Messages
Who do I need to escalate to so that I can get a resolution?! Nightmare situation.
For reference I have a ticket number that has since been closed - [Edited: "Personal Information"]
I setup an account in late September - 09/26/2024, I was looking to setup internet.
During the call to setup the account I was upsold on the camera system @ $2.50/per camera and I ordered (3) of them.
On October 11th, when I hadn't received the cameras I called the customer service team and escalated the issue.
- As an aside, the prompts for trying to speak to someone are atrocious, and the system doesn't have 'all' the options.. I've been disconnected many times just trying to get thru because the automated system doesn't want you to talk to a real person..
During the October 11th call, I escalated to a manager because the original person wasn't able to see what had gone wrong.. The manager during this call advised me that they saw the issue with the order and the reason it didn't get sent so they 'put in a new order and credited the original.'
On October 28th I still hadn't received my cameras so I called and asked that they cancel the camera order entirely - I've opted just to go with a 'Ring' system instead.
During the October 28th call the representatives advised me it was cancelled and credited.
On November the 6th I noticed that I had a balance on my account of over $400 and I spoke to representatives that day about what it was for - they advised they 'couldn't see' what was in the balance, and during that call I escalated and another manager told me that there would be credits and that I had nothing to worry about with this balance. I even asked explicitly during this call if I should turn off the 'auto pay' because I didn't want to be hit for something I shouldn't. I was advised not to worry.
On November 20th the balance posted and I was hit for the charges. I called and escalated and was advised that the charges were for the cameras and installation fees on the cameras I never received.. I escalated and was advised I was put in for credit and refund..
On November 21st I followed up and was advised that my ticket was in and that the credit had been approved and refund process would start..
Fast forward to today 11/27 and I am in a conversation with someone who says it shows closed but they don't see credits..
I am about to escalate to the Better Business Bureau, this is absolutely atrocious and I am at my wits end on what I need to do. Everyone has told me they understand and that they are working on it, but no one in the entire process has actually been able to do anything.
Aaron [Edited: "Personal Information"]
Extremely [Edited: "Language"] Customer
XfinityBillie
Official Employee
•
3.3K Messages
5 months ago
@user_5lc84a Hello and thank you for taking the time to reach out to us here on our Xfinity Forums and to provide the timeline of what's been happening with your bill. This is never the experience we want for our valued customers. I would love the opportunity to see if we can help turn this experience around and resolve the concern with the credit for the cameras that you never received. Please send us a DM to Xfinity Support with your full name and address.
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user_5lc84a
7 Messages
5 months ago
None of it matters, a refund request was submitted [Edited: "Personal Information"] and was very quickly denied.
I am forced to escalate this matter outside of Xfinity.
This is theft.
(edited)
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