Charge error

"I am disputing a $100 Technician Recovery Fee on my recent bill. I am an existing customer, and my service suddenly stopped working. The technician came out and found a faulty line splitter inside the apartment, which they replaced. The technician did not disclose any charge to me during the visit, nor did I authorize a $100 fee. Because this was a routine maintenance issue on a line component and not a problem with my personal equipment, I am requesting that this $100 charge be credited back to my account immediately.

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user_p8153s

Visitor

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5 Messages

9 days ago

Can you help me please? Greatly appreciate it, thank you

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EG

Expert

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121.3K Messages

9 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEmilyB

Official Employee

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3.2K Messages

9 days ago

user_p8153s Thank you for posting on our community forum so we can help with your billing questions. I live on a tight budget, so I'd be reaching out if I saw an unexpected charge on my bill. When a professional technician is dispatched and determines the root cause of the service issue is in-home wiring, including splitters, a charge will be assessed. Going forward, you can request a new splitter free of charge from your local Xfinity service center to avoid a $100 charge to send a technician to troubleshoot your service in-home. You can learn what to expect from a service visit here.

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user_p8153s

Visitor

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5 Messages

9 days ago

Hi,

The splitter was not part of home install kit but pre existing from Xfinity in an apartment building. I also was never told there would be a charge for this. Can you please waive the fee? I would really appreciate it. Thank you so much for your time and any help you can provide me I would be extremely grateful.

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XfinityEmilyB

Official Employee

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3.2K Messages

user_p8153s I definitely understand where you're coming from. Before a visit can be scheduled, customers must agree to a charge if the root of the cause is in-home wiring or a failed self-install. This charge helps offset the cost of labor, gas, vehicle maintenance, etc, and cannot be waived. How is your service doing after the visit was completed?

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9 days ago

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user_p8153s

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5 Messages

9 days ago

It was pre-existing Xfinity equipment, a bad splitter. If the splitter was good I would have never needed the technician to show up. There was never a failed self install

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XfinityJon

Official Employee

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1.8K Messages

I will be happy to look into this further.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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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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9 days ago

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user_p8153s

Visitor

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5 Messages

Issue resolved, thank you!

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2 days ago

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Charge error

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