1 Message
Need assistance with house fire and refund
Hello! I had been moving to a new address, set up service, bad four days before my move in, my house caught fire and burned down. I never moved into the new address.
I was subsequently billed for four months of service at new address. Finally caught the charge in January. Despite having called in September to cancel, you are refusing to refund the full amount, saying that the account was cancelled in November.
Call support refused to escalate my concern and cannot explain why I would be charged for service I never used. Equipment was returned in early October, unopened.
As you can imagine, when your house burns to the ground, you need every cent you possibly can. I need to speak to someone about this refund situation. My tech support call after 45 minutes would not be escalated and I was refused further help.
XfinityJohnG
Official Employee
•
1.6K Messages
2 months ago
Thank you for reaching out to us here @user_tnlac8. I am very sorry to hear about that fire and experience with the billing, and I will be happy to look into that for you. Could you send me a direct message with the full name and complete address for that service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "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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