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Service was disconnected due to intentional misinformation from a Comcast billing representative

Frustrated22now
Frequent Visitor

Service was disconnected due to intentional misinformation from a Comcast billing representative

My internet service was disconnected on 2/01/2021 even though I was promised by a Comcast billing representative that it would not be disconnected until 2/10/2021, but would remain on as long as I made my payment on 2/09/2021.

 

On January 29, 2021 at 6:45 pm I spoke to a female Comcast billing representative named Alex. I take detailed notes during my calls to track the information I am given. I told Alex that I had a scheduled payment for January 30, 2021, but I saw on the Xfinity website that there was a Coronavirus Repayment Plan Program and I wanted to know if I qualified for that and could receive that option instead.

 

Alex told me that I wasn't eligible for the Coronavirus Repayment Plan Program because I had been paying my bill. She also stated that the Coronavirus Repayment Plan Program started in April 2020  and was about to end. She said that I wasn't eligible for that plan, but I was able to extend my payment arrangement date to February 9, 2021 to avoid disconnection. She said that my service would be disconnected on February 10, 2021 so the latest I could pay my past due balance was on February 9, 2021.

 

I repeatedly asked Alex to confirm that if my payment arrangement date was extended from January 30, 2021 to February 9, 2021 that it would keep my internet service on and she assured me that my service would not be disconnected. Alex had me change my scheduled payment date from January 30, 2021 to February 9, 2021. She verified that the new date change was showing in her system, and told me not to worry because my service would remain on as long as I paid my past due balance on the scheduled date of February 9, 2021. 

 

I found out that Alex had lied to me when my internet service was actually disconnected on February 01, 2021. I actually spent over 3 hours on the phone with Comcast trying to resolve the issue. 

 

I spoke to a Comcast billing representative named Brian on 2/01/2021 at 11:17 am, and he said that Alex gave me misinformation whe she told me that I could extend my payment arrangement date to 2/09/2021 and not have my service disconnected. Brian stated that Alex should have had me extend the date to 2/05/2021 to avoid disconnection because that was the latest date I could pay my past due balance to keep my services on. Brian said that a payment arrangement is invalid if it goes past the 6th of the month because of my billing cycle. He said if Alex would have had me extend my payment arrangement date from 1/30/2021 to 2/05/2021 my service would still be on. Brian said that was not able to correct the issue and change my scheduled payment date to 2/05/2021 to restore my service even though Alex gave me incorrect information that resulted in my disconnection.

 

I asked Brian to transfer me to his supervisor since he was unable to resolve the issue. He immediately told me that all of the supervisors were in a meeting, and that it would be a while before they were available; and that they couldn't help me anyway. I told Brian I would wait to speak to a supervisor. 

 

I spoke with a supervisor named Sydonnie at 11:26 am on 2/01/2021. Sydonnie confirmed with me that Brian was correct when he stated that my service would still be on if Alex would have had me change my scheduled payment date to 2/05/2021 instead of 2/09/2021. Sydonnie stated that she was unable to change my scheduled payment arrangement date from 2/09/2021 to 2/05/2021, and restore my service even though Alex had given me incorrect information. I asked her for the Comcast Corporate office number and she gave me the phone number: (844) 298-0076. 

 

I called the Comcast Corporate office number and was on hold for almost 2 hours before I spoke to a representative. I spoke with Allison Kitchen at 2:16 pm on 2/01/2021. I explained the situation to Allison and she told me I would need to speak to the Loyalty Department, and they would be able to restore my service and change my scheduled payment arrangement date to 2/05/2021. Allison stated she was giving me the Loyalty Department's direct number so I wouldn't have to wait on hold for a long time.  The number Allison gave me was: (888) 565-4329. 

 

I called the phone number Allison gave me and spoke to a representative named Sergio at 2:22 pm on 2/01/2021. Sergio told me he was actually in the Comcast security department and not the loyalty department, so he was unable to help me. Sergio told me I would need to speak with the billing department again to resolve my issue. 

 

I called the Comcast billing department yet again and spoke with a billing representative named Diana at 3:37 pm on 2/01/2021. I explained to Diana what Allison in the corporate office told me and Diana said that Allison gave me incorrect information. Diana stated that the loyalty department can only do disconnections and service add ons, and they cannot restore service or do payment arrangements. She said only the billing department can do the payment arrangements and restore service.  Diana told me that I already had a payment arrangement for February 5, 2021 and asked me if I knew about it. I told her my service was still disconnected. She said she would restore my service and it would remain on until February 5, 2021 which is my scheduled payment date. She also cancelled the previous scheduled payment date for February 9, 2021 since it was invalid. 

 

I am now upset and beyond frustrated with Comcast because this morning my internet service was disconnected again. This means my issue still wasn't resolved, and I have been given a constant run around by Comcast representatives giving me incorrect information and outright lying to me. I do not want to waste hours of my time again trying to resolve this issue. It should have been resolved when Diana restored my service on 2/01/2021 and confirmed that my new scheduled payment date of February 5, 2021 would prevent my service from being disconnected. 

 

How can I finally have my issue resolved, and have my service restored and my new scheduled payment arrangement date of 2/05/2021 honored as promised by Comcast???

Again
Expert

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

@Frustrated22now 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Mbru623
Regular Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

The same exact thing happened to me. Xfinity chat PROMISED me my service wouldn't get shut off until 2/14 (as long as past due balance was paid by then) but I've had to literally get it turned back on each of the past 5 days. Now they are telling me they can't turn it back on. I have screenshots and reference numbers of the original chat. A supervisor was supposed to call me back but never did.

Customer of 6 years+ btw.
Mbru623
Regular Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

We are going through the SAME thing basically! On 1/25 I called and was actually ready to pay the bill in full however and Xfinity OFFERED me a NEW PAYMENT PLAN, telling me / assuring me that I would not experience any interruptions of service as long as I paid my past due amount by 2/14. Mind you I did not ask for this, on 1/25 I had the money to pay, but like many, we are spread thin and the money could have been greatly used towards other bills. On my own I paid $300 anyhow and every single day since 1/25 my service has been turned off. I opted to use the chats due to being at work and many  CSR's just plain ended the chat on me, refused to connect me with a supervisor and told me that there was nothing to due, nor did my reference numbers matter from my prior conversations. Magically after going through several CSR's then, I would have one that could see what was going on and reconnect my service but I have spent hours with them, fighting and going over and over and over the same story. Now today I am magically expected to come up with hundreds of dollars so my kids can do their school work tomorrow because Xfinity decided to go back on their word, on an offer they made me.

ComcastTambrey
Official Employee

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

Hello, @Frustrated22now. Welcome to the Xfinity Forums.

We understand how difficult it has been for many of us these days and we always want to do everything possible to help our customers through these times too. I'd be more than happy to review your situation and see what kinds of options may still be available to get your account back on track! 🙂

 Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frustrated22now
Frequent Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

Thank you for your swift response @Again!

Frustrated22now
Frequent Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

Sorry to hear about your ordeal @Mbru623 

 

It is unfortunate that you experienced that even though you had the chat receipts.

I am surprised that you were able to get you service restored repeatedly on a day by day basis for those five days, because I was told after mine was disconnected again that it was only a one time "courtesy" that would only last for one hour or one day.

 

I hope Comcast is able to resolve your situation swiftly.

 

Frustrated22now
Frequent Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

Thank you for your swift response @ComcastTambrey !

I sent you a pm with the information you requested.

I hope that you are able to get my situation swiftly resolved.

 

I was informed by a Comcast supervisor named Chris when I called

yesterday that I would have to actually risk my health and go visit

an Xfinity store in person to have a Comcast employee escalate

my situation so a supervisor could listen to my calls with the

Comcast agents who repeatedly lied to me. This was his response

to me when I asked him to listen to my calls with the Comcast billing

representatives so he could verify that they purposely gave me incorrect

information that resulted in my service being disconnected.

 

I appreciate you taking the time in these forums to escalate my situation

to get it resolved without me having to risk my health to visit an Xfinity store in person.

Frustrated22now
Frequent Visitor

Re: Service was disconnected due to intentional misinformation from a Comcast billing representative

Hello @ComcastTambrey 

I sent you a private message as you requested on February 3rd,

but I never received a response from you. My issue was never

resolved. To make matters even worse I was charged additional

late fees and reactivation fees. The reactivation fees would have

been avoided if I hadn't been lied to by multiple Comcast billing
specialists.