Charged $100 Install Fee for Outside Line/Pole Repair on New Self-Install Account
Hi, I recently set up new internet service and opted for a self-installation. However, the self-install failed because there was zero signal coming into the property.
A technician had to come out, and he discovered the issue was entirely outside. He had to climb the telephone pole to repair the street line. Because it was an infrastructure issue on Xfinity's side, the technician explicitly confirmed there would be no charge for the visit.
Despite this, my first bill was hit with a $100 Professional Installation fee and a $15 shipping fee for a duplicate gateway your system accidentally shipped me (which I have already returned).
I have already called customer support twice about this. Both times, the representatives assured me they were processing the credit and reducing my bill, but my account balance is still stuck at $169.91 with the $115 in erroneous charges still active.
I need a corporate representative to pull up the tech's job notes, verify the outside line work, look at my call history, and manually wipe this $115 error from my balance before my June 21st Autopay drafts. Thank you!