direct messageI

I do not find a page (before or after signing in) with a "Direct Messaging" icon (speech bubble).  Kindly provide me with a url/web page at which I can access such and begin to initiate direct messaging/communication.  Thank you.

I am providing you with a link to a December 18 chat session I had with Xfinity Assistant including a series of live agents:   file:///E:/Xfinity%20Assistant.html 

This came after a series of somewhat bizarre calls that had started with my receiving notice from XFinity of my being charged for a new IPhone.  I was able to straighten that out with XFinity Mobile, who reversed the charge.  However, in ensuing conversations with agents (to whom i refer in the attached link), I was offered a deal whereby if I paid $200 up front, my future XFinity cable/internet bill would be reduced from $253.76 to $200.  I made payment over the phone, which showed up as a credit on my XFinity account; however, my subsequent December billing notice from XFinity was in the amount of $253.76.  That is one reason for my 12/18 chat.  The other reason was that when I called another XFinity representative (as describe in the chat) about the promised $200 monthly payments, I was told that that was indeed what had been agreed to between myself an XFinity.  That representative then told me that he could see I am elderly and that I am eligible for a 40% reduction in my monthly bill, under a program called the Affordable Connectivity Program, and my monthly bill would be reduced from $200/month to $140 per month.  That is the 2nd issue I tried to address in the attached chat.  The third issue was that I had just received a notice from Xfinity that my December payment was returned by the bank--which I have been using for payment for years; but the bank account number (last 4 digits) listed in that notice was not my bank account.  

Please review the chat.  I am sure you can understand my frustration with being unable to get an answer on either issue despite 3-1/2 hours on the phone with XFinity representatives.  i ask that the agents with whom I chatted that day be held accountable for unacceptably poor customer service.

After I gave up and quit the chat I tried calling XFinity one more time and was somehow able to get through to a live agent instead of chatting via XFinity Assistant.  The live agent (named Jay, at 800-934-6489) told me that (1) the $200 advance payment was merely a credit on  my account and does NOT reduce my monthly fee below $253.76, contrary to what I had been promised and (2) the Affordable Connectivity Program ended in April, so I had been been misinformed as to its availability to me; and (3) my correct bank account number was being restored and the $200 credit applied to this month's payment.  Jay said that the prior agents had definitely misinformed me.

By the way, I have phone numbers for the earlier (pre-December18) phone calls in which I was misled, as well as the first names (and, in one case, the last name) of the agents to whom I spoke.  I now understand that I may have been scammed (at the least, someone ordered a new Iphone and billed it to my account); but the fact that my $200 payment was posted to my XFinity account suggests otherwise, i.e., that the agents were genuinely connected to XFinity.

I would appreciate your providing me with clarification on the first and second issues above.  I also ask that any agent who misled me be held accountable.

user_2j02a1 I would be happy to make sure to provide the feedback of your interactions to the higher ups, but I need to locate the account in order for them to investigate whom provided the bad information. For your security we certainly don't want your personal information put in privite. Are you still unable to send us a direct message with the information we need?