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user_qqw4ch
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Friday, January 17th, 2025 4:45 PM

Credit Escalation Ticket Open For a Month

I have opened a credit escalation ticket with the billing team on December 23, 2024 it is now January 17th, 2025 and the ticket is saying in process and an agent is reviewing your ticket - the same message since day 1. I reached out on the chat to get some updates and was assured multiple times that it would be closed soon. The last agent even told me he closed it already and it will be processed within a few hours, yet days have passed and nothing. I have attached screenshots of the conversations below.

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15 hours ago

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XfinityEva

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1.4K Messages

15 hours ago

Hi there! Thank you for visiting our Xfinity Forums for help with your credit request. We can definitely help with the request and check the status/or reissue the credit if needed. 

 

Please send us a direct message with your full name and service address to get started. (You can also include a ticket number if available) 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

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