Visitor
•
1 Message
Xfinity Customer Support and or Office of the President
This morning, I called regarding why my bill increased by $10. Unfortunately, after 30 minutes on the phone with an agent, my concerns remain unresolved. I’d like to clearly outline the issues and what I need corrected.
- Billing Increase:
I was told my bill increased because I “turned off autopay,” yet my bill clearly states: “Credit card payment will be applied Sep 22, 2025.” Autopay is active and has been. - Paperless Billing:
I was also told I “turned off paperless billing,” which I did not. When I first set up my account, there was a issue with the app capturing my email and it wouldn’t allow me to do anything. I placed the original order online and received an email to set up with you all in the app, and ever since, the paperless option will not remain selected. Each time I attempt to update it in the app, it reverts to “off.” - Customer Service Experience:
Despite repeatedly asking for the $10 charge to be addressed and the paperless billing to be corrected, I was told I must resolve this myself through the app — which, again, does not work. The agent seemed to be in training, and after 30 minutes I had no resolution.
Given the repeated issues I’ve had (including spending over an hour on the phone to activate my service due to app errors), I need Xfinity to:
- Correct the $10 billing increase.
- Fix the paperless billing enrollment on your end so it stays active.
- Explain what caused this issue in the first place.
I work for a competitor, and the only reason I chose Xfinity is because my home is prewired. However, if these issues cannot be resolved, I will switch to another competitor in my market. In this industry an employee should have the authority to provide credit when the issue lies on your side of the house. I ama little surprised to know that $10 is that important to you as a company. Also, the repeated tone of “you’ did this by your agent was quite insulting. I recognize there was a language barrier, however, even after I told them I found that condescending they continued to use that tone with me.
Please confirm that you will address both the billing and the paperless enrollment issue immediately.
XfinityKei
Official Employee
•
2.3K Messages
7 months ago
@user_znc14p Thanks for reaching out to our team for help. Can you please direct message me your first and last name along with your full service address so that I can assist you with that $10 increase.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (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.
0
0
user_8yrv0o
Visitor
•
2 Messages
7 months ago
@XfinitySupport2025 I have literally been in tears from the horrible customer experience I have had. I am a 6.5 year loyal customer. We lost our broadband and every cable box and 7 TVs of service on Saturday, 9/6 at 1:30PM. We went in did the troubleshooting and then scheduled a tech for the next day 9/7. We waited for 5 hours and no one showed. We could not get to an agent in chat or on the phone for hours. Getting to someone when you are completely down and your troubleshooting hasn’t worked should be so incredibly hard. We got to someone who raised a ticket and said the tech was for sure coming with a new time. We then stayed home and again no show. We saw our tickets got closed and NO ONE had come to our house. We then proceeded for hours to get to a live agent who escalated a ticket again and said we would for sure be scheduled today, 9/8 and that someone would call me to confirm. Nothing. 2 no shows again today one in the AM and now one this afternoon. I tried to call you call center and got hung up on 3 times as the IVR said that I could not talk to an agent if there was a known outage in my area; however, our problem occurred b4 your regular maintenance. I have not been chatting with an agent for over an hour and a half to find out if anyone was coming and am pushed another 2 days, but no understanding why this time someone will show up. Still no internet, no cable boxes, nothing working. Even replied in your app and kept circling me over and over again to try and have me schedule an appt but then got an error message every single time. Now I am trying to find out who can help me and still nothing. This is the most awful experience ever, just horrible and meanwhile I’m paying for services, missing work time as I work from home and have no confidence that anyone will ever show up. I do not have another day to deal with you. I’m calling ATT tomorrow to come put in internet and start a trial with YouTube TV. I hope they work in my area and I can forever put you in our past.
1
0