Need help getting billing credit

I have been getting the run-around and need a way to further escalate my billing credit issue.
I have chatted with multiple agents and spoke on the phone with multiple agents over the last few months. I thought this issue was finally solved and was directed to take the ticket number the last agent gave me to my local store to have the credit applied to my account. When I went to the local Xfinity store, I was told they could not do anything about crediting my account, that the agent I spoke with must have assumed I was going to go to a corporate Xfinity location (which is several hundred miles away). I was then told (at the store) that I would have to contact someone by phone, again, and have them credit my account.
When I spoke with someone again today, I was told I could not get the full amount I am owed credited to my account, that he could give me a fraction of the amount AND it would have to be broken up into multiple credits that I would have to call about EVERY month to have added to my account. I told him this was unacceptable and that I needed to speak to someone else. He told me there was nothing else that could be done and that he would add $30 credit to my account today, which he went ahead and did. $30 is a tiny portion of the credit we are owed. I have never been as upset with customer service as this call made me.
I need someone to fix this situation as soon as possible and not have to drag this out for months and months. Please, help me sort this out!!

Responses

Oldest First

Selected Oldest First

XfinityBenny

Official Employee

•

1.3K Messages

1 day ago

@user_5t9iw4 Thanks for adding a post to the community. This https://www.xfinity.com/support/articles/credit-xfinity-assistant page shows the ways to get a credit added to your account. What was the credit for?

user_5t9iw4

Visitor

•

2 Messages

@XfinityBenny Thank you, I have tried all of the suggestions from the assistant page, which usually ended with me speaking with someone about the issue. At this point, I feel like I've spoken with a million Xfinity agents during the various stages of us getting our service started. Here's a breakdown of why I'm frustrated about the credit issue:

In August, I called to have service started at our new home and scheduled for the equipment to be sent the next month (Sept) when we thought we were going to be able to move in. The equipment arrived within days instead of a month later like we had agreed upon! I called again and was told to just keep the equipment, that we wouldn't be billed until we installed it and there was activity on the account. We were in the process of having the electric installed at the new home and it was taking longer than expected. It was early December before the electrical work was completed. Our Xfinity equipment was not installed until we were able to schedule a technician to come out and hook it up, including doing some work from the line to the home. That appointment happened on Dec. 10th.

I spoke with someone in September, after the first bill I received, and explained what I had been told I would not be billed until the equipment was hooked up. I was told during that call that it would be best to just keep paying the bill, even if it took a few months, and once there was activity on the service that I could request credit for the months we didn't actually have service. I repeatedly told them it may be several months and was told it would not be a problem. I spoke with people multiple times, because I was worried about this very issue.

I hope that answered your question.

1 day ago

XfinityAldrik

Official Employee

•

2.4K Messages

I know I'd be frustrated and exhausted after months of trying to fix the same billing issue @user_5t9iw4. It should not take multiple calls to honor what was promised. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 day ago

XfinityJon

Official Employee

•

984 Messages

3 hours ago

Thank you very much for working with us through direct messaging. I am glad we were able to resolve your concern. Have a great weekend. If we can assist you with any other concerns in the future, we are happy to help.

Billing

user_5t9iw4

Need help getting billing credit

XfinityBenny

user_5t9iw4

XfinityAldrik

XfinityJon

New to the Community?