Billing & Customer Service
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Visitor

Billing Assistance

I was being billed for TWO phone lines for my business since my account was opened over a year ago (we only have ONE LINE, which Xfinity confirmed).  I realized this billing error a few months ago, and I was told it would take a few weeks to see a credit (estimating about $360 PLUS TAX).  That was about 2 months ago.  I called again about a month ago, and was told it would take a bit longer to get my credit.  Now, we have not been at work for about a month now because of COVID, but I can tell by my security system that our Xfinity has been turned off.  My amount due is currently showing $500+.  I tried calling Xfinity Business today, and you are closed!!!!!!  So, you shut me off and give me no opportunity to speak to someone to get it turned back on.  Anyway, my minimum payment was $327.50, which I just paid (confirm # 7930206951) -- which is much more than the $140 that it should be!!!!  At a time when money is very tight and the whole country is struggling with no income and no revenue, this is what I had to do!  So, what does it take to get a credit for the year of erroneous charges ($29.95/month plus tax) that I've paid credited back to me?  How much longer am I supposed to wait?  You want your $ from me and you shut me off, but I want MY money from you!!!!!  This is very stressful and frustrating.

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Official Employee

Re: Billing Assistance

Thanks so much for taking the time to reach out to us regarding your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I would love to get to the bottom of the disruption to the services and your billing credit. Can you please reach out through private message with your first and last name, business service address and account number or phone number? 

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Visitor

Re: Billing Assistance

Thank you for your reply, but I don't know how to contact you via Private Message.  Please advise.

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Official Employee

Re: Billing Assistance

Thanks for taking the time to reach back out. All you would need to do is select my handle and then select the option to send private message. 

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Visitor

Re: Billing Assistance

I've been trying to send you a private reply for 2 days.  I found the link to send you a private email, but when I did, I got the error message, "Authentication Failed. Authentication Ticket Mismatched, failed authentication".  Then I tried to do it again, and the option to send you a private email no longer appears.  Can't you just send me an email address or phone # that I can contact you at? 

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Visitor

Re: Billing Assistance

I finally was able to get the private message to go through to you, Michelle.  I look forward to hearing back from you.  Thank you!

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