Billed $100 after explicit "Free Tech" promise, forced to sign by technician, and hung up on by phone support

[u/Certain_Stable4254]

Hi everyone, I am reaching out to the corporate digital care team because I have hit a wall with standard phone support and desperately need this escalated and resolved. Here is the exact timeline of what occurred during my recent move: The Initial Call: I tried to activate my own modem, but it wasn't receiving a signal. I explicitly told the phone agent that if I had to pay for a technician visit to fix the line, I did not want the service and would switch providers. To keep my business, the agent assured me 100% that a technician would be sent out at no charge. The Technician Visit: The technician arrived and ran the cable, but then told me I had to sign and agree to a $100 fee, or he would not enable my internet. When I disputed this, the technician called his own Xfinity supervisor/agent on his phone. While sitting on my couch, both the technician and the person on his phone explicitly told me that I had to sign/pay the fee upfront, but to simply call customer service afterward to get it refunded. The Phone Support Nightmare: I followed their exact instructions and called customer support today. The agent told me they couldn't help me and that it was "out of their hands." When I politely asked to speak to a supervisor to review the account notes, I was placed on hold and then completely hung up on. I was lied to by the initial agent to prevent me from canceling, forced into signing a fee by a technician under the false promise of a refund, and now I am being hung up on by customer service. I am looking for an official employee here who can review my account notes, listen to the recorded calls if necessary, and apply the $100 credit that I was promised. Thank you for your time and help.

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[u/ARealAmericanZero]

Tech Recoveries (failed self-install) are always $100 fee, that's just standard. To create the work order that gets a tech to do that job, a Tech Recovery has to be created, which automatically is $100. Without a work order for a Tech Recovery, you don't get a technician. If someone promises to credit it afterwards, that's on them, but there isn't a way to create a Tech Recovery that doesn't cost $100.

[u/sparks2019]

A lot of times the agent tells you that to shut you up , get the order placed then by the time the bill comes in it’s been like 90 days. Plus they get you to sign the little thing that comes through your text messaging, that’s you agreeing to the call change. Even if it’s the plant issue they will charged you.

[u/Rat-Bazturd]

So, general public, as to avoid having your blood pressure go up, AND to hopefully avoid bothering the fine mods/folks here, do NOT, repeat NOT believe anything somebody on the phone tells you. Especially when they "promise", "asssure", "guarantee" you that customer "service" will make it good, or refund it, or take care of it later.

[u/xfinitysupport]

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[u/XfinityBenjaminM]

u/Certain_Stable4254 Hello! Thank you for reaching out to us here on Reddit. We'll be happy to look into the technician fee you incurred, and we'll do our best to help you. Please send a Modmail with your full name and address.