2 Messages
Charged $100 without consent
I recently moved into a new apartment and decided to take my Xfinity internet with me to the new location. The box install did not go well as the cables were not connected correctly somewhere beyond the basic stuff. I called and talked to someone on the phone (after about an hour of fighting with the frustrating AI assistant who kept asking me to restart my equipment, unplug it and plug it back in over and over and over again and then finally getting a person) who said that they could set up a time for someone to come out to help. There was no mention of any charges for this. Over a month later I am now seeing a $100 charge on my account which is more than my entire bill should be for the month ($95 for internet). I called and was met with, "sorry sir but that's just how it is" from the assistant. Nothing other than that.
This is not right and I do not expect to be charged $100 for a service without being told this before the appointment is set up. This person simply connected one wire in the closet of the apartment to get this working. Does this simple work seriously have only one price point, $100? This is ridiculous.
EG
Expert
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109.5K Messages
1 day 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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1.9K Messages
1 day ago
@user_9m1nct Welcome to our community forum and we are so excited that you chose Xfinity to service your new apartment! Thank you for reaching out so we can answer all your billing questions and thank you @EG for moving this post for better visibility.
We're a team of experts dedicated to addressing all your questions and concerns and we'll work alongside you until we reach the best possible resolution :). When a technician needs to be dispatched for an installation, there is a $100 charge, which is listed in the terms and conditions of your self-install order approval. You can find more info here under "Potential Charges."
I'd like to take a closer look at your unique situation to see why the apartment wiring needed to be reconnected. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can help.
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