Billing

Thank you. I really appreciate you reviewing this because I’ve been getting completely conflicting information from multiple Xfinity representatives, and I have screenshots documenting every interaction.

My main goal is to have my service restored and to find a reasonable payment arrangement that allows me to keep my service active. I was previously told I could potentially receive a customer loyalty/installment option, but then another representative told me I was not eligible. I’ve also been told different things about whether I had a payment arrangement versus simply having scheduled payments.

My account is currently showing a “payment arrangement scheduled” while also showing two separate $126.50 scheduled payments on different dates. Meanwhile, representatives are telling me that no arrangement exists and that I have to pay the past-due balance to restore service.

I need someone to review the actual account notes, payment history, previous offers, and prior interactions and tell me exactly what happened. I am not refusing to pay my bill. I am asking Xfinity to work with me because I relied on information provided by your representatives.

I also work from home, and I’ve had repeated service interruptions in addition to this suspension. I would like my account reviewed for appropriate outage credits as well.

If there is any available loyalty, installment, Promise to Pay, or other payment-assistance option that can restore my service without requiring the entire past-due balance immediately, I would like to take advantage of it.

I would really like to remain an Xfinity customer, but I need this resolved because the conflicting information I’ve received has been extremely frustrating.