New Poster
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2 Messages
Approved credit not carried through
I had been in chat for hours with a couple agents from billing the last one the agent understood that I was due credit. I was approved for disputed bill of 353. Received notice of credit to my acct. of 105.98 which I got on paper from Xfinity. I had been told by the last agent on 3/13 said I could just not pay the current months bill and that I will get the rest of new credit balance of -105.98 by mail which I did billing date 3/2. That never happened I received a past due bill notice 4/11. Also this, Your bill is past due and your service will be disconnected on April 11, 2026. I was totally shocked by this. I had to pay or lose service. I've been a customer for 17 years and 5 months, never been treated so badly. I've always paid my bill or I wouldn't be a customer as of now. Have thought of getting tv service from another company.
XfinityThomasC
Official Employee
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3.3K Messages
1 day ago
Hello, @elizabethanchild this is not the experience we want for our long time customers. Please allow me to work with you to make this right. 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!
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