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Xfinity barring me from speaking to a real human
Xfinity charged me $270 out of the blue today on an account that has been inactive for FOUR YEARS! I talked to a customer service rep who said he would waive the fee, but of course that never happened and I am still being charged (cause why would they ever actually be helpful). Now xfinity assistant won’t even let me access it and I can’t speak to a single actual person, or even a robot. They also stopped my first two attempts at posting to this forum. This is seriously unethical in so many ways, please contact me back immediately to solve this issue, this is by far the worst customer service i’ve ever experienced, not to mention how awful the actual internet service was when I had it.
XfinityMarcus
Official Employee
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996 Messages
30 days ago
user_xsdhyj thank you for using the Community Forums page to reach out to us today. I understand how important it is to stay on top of your finances and an unexpected billing charge of almost $300 would certainly be a cause for concern for me as well. I can assure you I am a real human and happy to take a closer look at this charge for you. Please send me a direct message with your full name and complete service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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I-DONT-EXIST
New Poster
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4 Messages
6 days ago
Have you considered contacting the Public Utilities Commission?
Like you and so many others, I have been forced to pay fees that do not apply. In my case, they were hidden via excessive 911 fees. They should have been about $1.20. I was being charged $17.80.
For all intents and purposes, this difference appears to be a hidden "Local Access Line Tax" - which they claim NOT to charge.
True enough, I had never been charged this"Local Access Line Tax". But I did complain that my 911 fees were too high. They promised to fix this but never did. Multiple times. This "tax" is a San Francisco tax for "prepaid telephony service". Their term not mine. It is for PREPAID service which I have never had. I have a post paid account and 911 fees are now normal. $1.20. However, there is a new item:"Local Access Line Tax" on my bill. You guessed it... $16.60. The exact amount that my 911 fees have gone down. There's only one problem with that:
Per Xfinity - "There are no phone line access fees. There’s only a one-time $25 line setup fee for all new lines added." Yet, said fee is now on my bill....
I have the statements documenting as such and will be demanding a credit for all those months I was overcharged. In no statement - until now, was I ever charged this fee - But was overcharged for 911 for the difference. Ergo, hidden costs. Should they fail to issue the credit, I will be submitting a formal complaint with the CA PUC (Public Utilities Commission) [Edited: "Solicitation"]. Enough with the shady business practices. AND, if I should fail to prove my claim, then, I already have another carrier whose rates literally blow EVERYONE out of the water but I won't mention their name here. Xfinity has a chance to right this wrong. I hope they have the wisdom to follow through. Let this be official notice of my intent to file an official complaint if Xfinity Mobile fails to correct this matter.
And let's not even get into the ACP, which I qualified and they never applied. But that's another topic for another day.
Good luck in this challenging endeavor.
(edited)
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