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user_nzw4wo
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7 Messages

Monday, October 21st, 2024 1:18 AM

$35 internet w/ free mobile billing issue STILL not resolved!!!

A representative from the Executive Resolutions team made adjustments to my account to reflect the free mobile promo and as of now yes going forward it looks as though the billing will be correct however it's still showing on October 22nd Xfinity Mobile will try to auto pay $42.64 which is totally unacceptable! It should be easy to make a manual adjustment for this on your end but for some reason your customer support reps have no idea to resolve something as simple as this. Instead they keep asking redundant questions over and over while telling me they're working to resolve my issue only to tell me they can't. This is beyond ridiculous why torment us customers when it's the company's fault for both not honoring promos when the customer signs up and they hire people who are supposed to offer us customers assistance yet they cannot even when it's a simple resolution, it's literally making me go insane repeating myself OVER AND OVER AND OVER! 

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1 month ago

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XfinityMartyR

Official Employee

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1.5K Messages

1 month ago

 

user_nzw4wo Thanks for reaching out! I'm glad to hear the Executive Customer Resolutions team was able to help correct current, and future billing. However, the autopay in our system does not update, after a bill has been posted to the account. Any adjustments done within a billing cycle will be showing on the next billing statement. Thank you for your understanding! 

 

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user_nzw4wo

7 Messages

@XfinityMartyR​ your response makes no sense as it doesn't coincide with my issue at hand! Maybe I didn't write it out properly but you're definitely confused as with my mobile service I should NEVER be charged with any amount as it's already included in my $35 internet 300mbps with 12 months of free mobile service.

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1 month ago

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XfinityMartyR

Official Employee

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1.5K Messages

 

user_nzw4wo My apologies for any misunderstanding! Have you tried reaching back out directly to your caseworker that you have been working with on this issue? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 month ago

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user_nzw4wo

7 Messages

I haven't as he said he was closing the case and said he'd fully note my account in case I had to call in with any residual issues which is what I did but again I'm not able to get support via chat or phone with this specific issue as they just don't get what I'm talking about I guess. 

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1 month ago

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XfinityThomasC

Official Employee

 • 

2K Messages

@user_nzw4wo We'll get a ticket opened with the executive resolutions team to address your continued issue.

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

user_nzw4wo

7 Messages

I just sent the message as per your instructions 

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1 month ago

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