Visitor
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4 Messages
GETTING SCAMMED
I set up payment plan with useless AI chatbot. Nothing happens. I call to confirm. They confirm it, and offer me $30/month. Nothing happened. Service shut off a few days later. I call and get it reinstated. They say my payment plan is pending, and will be finalized in a few days. Nothing happens, service shut off again. Call back, talk to supervisor. Supervisor “pushes my payment plan through” but I get no email, no confirmation, and my app never updates. I pay my $107 late balance and just accept that the payment plan isn’t working. Now I’m charged 2x reconnection fee, and a late fee. If the payment plan went through when I set it up, and the chatbot/customer service confirmed it. I would have no fees to pay. I just called in and they said I broke the payment agreement 9/19. I was never given the option to pay it on that date. Never appeared in the app, no email. Service shutoff on 9/20, and they said they can see the payment plan is still pending. How does that add up? Looking into this made me realize that I was scammed from the beginning and up charged to a higher plan without my approval. Also, next month the $30/month discount is gone, despite being promised it for a year. This is insane. I work in customer service and would be fired for acting like these agents. [Edited: "Solicitation"]. I want my fees credited.
user_mnxt9r
Visitor
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4 Messages
23 days ago
Sorry for grammar issues, had to type this out 3 times because the website disconnected me anytime I tried to put a tag on this post. Also glad to see that the part where I recommend others to avoid xfinity was edited out.
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XfinitySara
Official Employee
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2.1K Messages
23 days ago
Hello, @user_mnxt9r! Thank you for coming to our community forum and bringing these billing concerns to our Digital Care Team. You've come to a great place for help! We're awesome to work with because we'll always do whatever we can to provide you with information and help resolve things as quickly as possible. While we encourage customer to set up their own Payment Arrangements and/or Installment Plans online, because our team cannot typically enter these for you, we're happy to take a look at your account. My understanding is that arrangements/plans may take a day or two to appear on an account, so depending on the timing of your billing cycle, this could be why a previous arrangement is now considered past due. We'll know more once we access your info :)
Could you please send our team a direct message to continue?
To send a direct message:
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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user_mnxt9r
Visitor
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4 Messages
18 hours ago
This horrible company pretended to fix my issue, just to actually add the fees they “removed” to an installment plan for me to pay later. This is a joke. You are all incompetent.
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