Promised a $100 Credit, Still Charged Anyway

I think you are misunderstanding the issue. I did not request a professional installation. My equipment was already installed and I was experiencing connection issues, so I went through Xfinity’s AI troubleshooting. The AI suggested having a technician come out to look at the issue. I accepted that suggestion, but I was not clearly informed during that process that doing so would result in a $100 charge. Had the AI clearly stated that I would be charged $100, I would not have scheduled the visit.

Also, this charge was already disputed with Xfinity in September. The representative specifically told me, “I will go ahead and add a credit of $100.00 for you,” followed by, “You will receive a credit of $100.00 for the PROFESSIONAL INSTALL.” A case was submitted and I was then told that everything was completely resolved and that I would not need to contact Xfinity again regarding this.

So whether a separate team normally determines credit eligibility does not change the fact that I was explicitly told by an Xfinity representative that I would receive the $100 credit. I was not told that the credit might be approved or that it was only a request pending a decision.

I have screenshots of that entire conversation. I am simply asking Xfinity to honor what its representative already told me and apply the $100 credit I was promised.

We are glad to look further into this for you, @Bli_x13. The charge would be applied if a technician is needed for any reason within 30 days of self-installing equipment, not just to install the modem. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon. 

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  An "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

I can message the team directly, but this is exactly what has been frustrating about this situation. I have already contacted Xfinity multiple times regarding this same charge, and a ticket was already submitted for it. I was specifically told that I would receive the $100 credit, that it was being applied, and that everything was completely resolved so I would not need to contact Xfinity again.

Now I’m being asked to contact another team and explain the same situation again. Can you please review or escalate the existing case on your end instead? If I do need to message someone again, I would appreciate it if the existing case and chat history could be reviewed so I don’t have to restart this entire process. I’m simply trying to get the $100 credit that I was already told I would receive.

We will need some account info, so I can review your account and get the case history. The requested info will make it easier for us to help you as quickly as possible.