billing complaint

Please give me a way to submit a written complaint as both talking and chatting with respresentatives has led to misrepresentation and billing errors

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user_rynvd0

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2 Messages

4 days ago

Andrew [Edited: "Personal Information"]

Thu, Apr 24, 8:44 AM (13 days ago)

to bbdisclosures

I am awaiting confirmation of reimbursement for the significant difficulty I had with what should have been a simple process. Here is a review what I have said several times in the Xfinity chat as well as several times with live agents:

After my bill went up, I discussed this with an agent and decided to change from popular tv to NOW. This was both disappointing with channel selection and technically problematic with long and recurrent pauses and eventually a black screen on one of my two TVs. As well, with that original change, I had no service whatsoever awaiting NOW to start. I actually had to reinstall popular tv at full rate for the short days until NOW started. This was very frustrating as there did not seem to be a process for smooth transition from one plan to another.

Subsequently I decided to return to popular TV, that is to simply go back to my previous plan. This process took multiple 3-4 hour sessions on chat and then with live agents. Ultimately this did happen, but again with NOW tv turned off and no popular TV until a new box arrived! I ended up driving to an Xfinity store and getting a box myself. And later found out I was given the wrong box. After multiple attempts at self install using the chat and finally a live agent, I finally was required to schedule a home visit by a technician. The live agent offered $15 reimbursement for my trouble, saying this is all he could do, and said I would get a check mailed to me for additional reimbursement, 'by registered mail'...

This home visit was delayed by 24 hours at the last minute. Eventually service was restored by a very helpful and efficient home tech, who gave us the correct box.

I have gotten no notification of reimbursement both for many days lost with no TV service as well as multiple hours on chat and phone calls to accomplish what should have been a simple and seamless change in TV services.

You will see from my account that I have been a long time customer of Comcast/Xfinity. I was very close to stopping your service and choosing one of your competitors. I would like some type of reasonable reimbursement for the significant complications I have gone through with your company.

Thank you,

(edited)

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XfinityQuemekia

Official Employee

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110 Messages

Thank you for reaching out to us @user_rynvd0, here on our Xfinity Community Forums. I hope the day is treating you well.

We are sorry to hear about your experience. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

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.

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2 days ago

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Xfinity Stream Website

user_rynvd0

billing complaint

user_rynvd0

Andrew [Edited: "Personal Information"]

XfinityQuemekia

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