Escalation ticket closed without contact – autopay discount removed after cancelling Voice

Thank you for responding. I reviewed the Automatic Payments and Paperless Billing Discount policy you emailed to me. The policy you sent does not state what you have stated in your response.

The policy states that to receive the $10 discount, a customer must:

• Have Xfinity Internet; and
• Sign up for automatic payments and paperless billing with a stored bank account.

It does not state that an Xfinity Communities/bulk customer must be “billed for Xfinity Internet outside their bulk contract” to qualify. In fact, the only specific service exclusion shown under “Who qualifies for APPD?” is Comcast Business.

I have Xfinity Internet. My Internet was not cancelled or changed. I remain enrolled in automatic payments and paperless billing with a stored bank account. I was also receiving this $10 discount with this exact same bulk Internet arrangement before I cancelled Voice.

Therefore, please provide the actual written Xfinity policy or eligibility provision that states: “Xfinity Communities (bulk) customers are eligible if they are billed for Xfinity Internet outside their bulk contract.” The policy you emailed me does not say that.

I would also like my original question addressed: Why did cancelling Voice cause Xfinity to remove an existing $10 discount when my Internet service, bulk agreement, autopay, paperless billing and payment method did not change?

If Xfinity's position is that I was never eligible for the discount because of my bulk Internet arrangement, then please explain why Xfinity had been applying the discount to my account before I cancelled Voice — and why I was not advised when I cancelled Voice that the $10 monthly discount would be removed.

Finally, regarding the statement that a callback was attempted: I have checked my phone and I do NOT have a missed call from Xfinity, nor did I receive a voicemail. I was specifically told I would receive a supervisor callback within 24 hours. Instead, the escalation ticket was marked “completed successfully” approximately three hours after it was opened without any contact with me.

Please have this matter reviewed and address these specific points rather than simply repeating that my account is not eligible.

Discount eligibility

Thank you for providing the specific eligibility language. I understand Xfinity's position and do not want another ticket opened or any further investigation into my prior discount.

I remain dissatisfied that I was quoted a new monthly amount when I cancelled Voice without being told that my existing $10 autopay discount would also be removed.

I am also dissatisfied with how my escalation was handled. I was promised a supervisor callback, the ticket was then closed without my speaking to anyone, and the ticket was documented as though a callback had been attempted. I have no missed call from Xfinity and received no voicemail. That documentation does not accurately reflect what occurred.

At this point, I consider the matter closed and do not wish to pursue it further.

Good Afternoon, @user_JEM I'm truly sorry for the inconvenience and frustration this has caused you. Are there any other service or account concerns I can assist you with today?