Visitor
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2 Messages
Ongoing billing issues
This is my 2nd time typing this out.
I have spoken with multiple reps and supervisors between Aug 25-Sept 29 by both chat and phone regarding emails received stating I owe one amount and my account online showing something different. The amounts shown online have changed while on the phone with reps. My account showed a credit all September. I spoke with a rep 9/24 about an email stating I still had a past due balance. Why wasn’t the credit applied? The rep confirmed the credit in my account and to disregard the email. 9/28 the credit had been removed and I received an email stating I owed 3 months worth of bills, despite multiple reps stating credits could not be removed. Now nobody can find when the credit was applied or removed. However they can see in transcripts where other reps confirmed seeing this credit. Supervisors are no help. Last one I spoke with told me to go to the Xfinity store to show the chat transcript as proof. Now I am still waiting on follow up by email and phone from Xfinity. It is even more frustrating and stressful when speaking with reps who barely speak English and you have to constantly ask for them to repeat themselves.
It would be a great start for Xfinity to being with taking accountability for their errors.
XfinityShawn
Official Employee
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1.9K Messages
8 days ago
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
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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user_jd4nhj
Visitor
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2 Messages
8 days ago
I posted my issue in this community forum. I don’t appreciate a response asking me to reach out to you all. Someone should’ve reached out to me. I don’t appreciate having to always do communication through some chat. Get some actual customer service and pick up a phone and handle these issues.
Xfinity still is not taking accountability. Your billing team needs to be replaced with people who know how to handle billing and do basic math or the least use a calculator. I’m still being given several different answers and numbers that just don’t add up. 1+1 is not equaling 2.
I need for an actual person, a managers manager to contact me by phone. I need actual customer service. If this cannot be done I will be visiting the Xfinity store to drop off all equipment.
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