Comcast / Xfinity review: Order placement issues at my new service address - disputed charges

With agreed auto-pay, my monthly fee was supposed to be $10/mo less. I was told that I needed to use a debit card or bank account as the payment source to get the $10 monthly credit, so I entered my debit card# promptly for auto-pay. After inquiring about not getting the credit, I was told that debit cards do not in fact qualify. I would never have opted for using my debit card otherwise, as I generally use credit card only for online purchases and services. However; It appears that fine print in Xfinity’s agreements have included terms to the contrary. Its difficult for consumers to know the ins and outs, so we greatly depend on the Xfinity support team guidance. Now that I know, I’ve changed my payment source to my bank account, in plenty of time prior to my next billing cutoff.

This was an advertised promo for 5 years and there were to be no contract commitments or installation/equipment costs. We covered all of these bases, to make sure that we were on the same page.

Order Placement Issues: This order placement was a nightmare with a myriad of issues.
• Order#1: Initially the order was being placed through FPL. I didn’t even know that this was an option. I’d reached out to FPL first with my move/address change and was so happy to be able to take care of it all in one call, though a long process. I completed the recording process and only caveat was that installation was not able to be scheduled until a few days after my move-in date. Even still, the appointment was made and I was told that I’d get an order confirmation in my email. I never did get a confirmation so, I followed up by first calling FPL, who told me that it’s out of their hands once the order has been placed, they are simply a convenience partner.
• Order #2: So, then I follow up with Comcast/Xfinity. They tell me there is no order in their system for my new address. I even shared the appointment date/time with them and explained that the order was recorded and shared date approx. time. I told them that I was concerned that there would be subsequent issues with two orders in the system at my new address. Even so, they insisted there was no Xfinity Service order in their system (that they would have access to it — if in fact a prior order existed), and they told me that we would have to start all over again with a new order. A big concern to me was — if I was going to need to wait even longer with a later appointment than before. The rep told me good news, that he could get me in even sooner and I could do a self installation, if I went to a local Xfinity store to pick up my modem. So, I did so. I was assured that I would get all the terms discussed with no installation/equipment charges.

Dual Order Conflicts: So, my service was installed through order #2 in which I picked up modem for self-install path. Everything appeared fine. Then, I discover that the original order was still on the installation schedule! I tried to call and sent repetitive messages in the app, so as not to waste a technicians time to come out for service that was already installed. I could not seem to get success whatever I tried. I did all that I could do in advance of the actual appointment date, to no avail. Sure enough, on that alternate install date, a technician was trying to notify me that they were on the way to do the installation for the supposed non-existent appointment. Any efforts to clarify and get that appointment canceled had clearly failed. It was like the order was in the system for installation purposes but not account purposes. Duplicate orders in error seemed to have created this installation fee issue. I shared this issue with XFinity and I'm hoping they will choose to resolve.