Visitor
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1 Message
NO SERVICE
I am writing to formally dispute the charges withdrawn from my account and to document the ongoing failure to provide the services I signed up for.
I enrolled for internet and TV service on May 5th, yet as of today, I still have no active service. Despite this, your company has billed me twice, including an ACH withdrawal of $268.23 on June 3rd.
Today I was informed that you “cannot” credit back the $268.23 and that I must wait until service is installed—despite your representative stating it could be several months before installation. I requested written confirmation of this policy, and the representative refused to provide it.
You are holding funds for a service you have not delivered and cannot provide a timeline for. This is unacceptable and constitutes improper billing.
I am requesting the following: • Immediate refund of the $268.23 withdrawn on June 3rd • Written confirmation that no further charges will be made until service is installed and active • A clear and documented installation timeline
XfinityJustinC
Official Employee
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2.3K Messages
7 minutes ago
Hello, @user_7b7tad thank you for taking time to create a post. I appreciate all the detailed information, and completely understand looking to get the payment returned with service not being active yet. I'd definitely like to help investigate the installation further as I see you mentioned it was going to take more time to get completed as well as help with the billing/payment concern.
Since I'll need to gather some information that we don't want here in our public conversation. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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