New to the Community? Start here.
I'm a current Internet Plus customer. I recently decided to compare Xfinity's cable services to my current provider (Dish) and upgraded to X1 Preferred Double Play. I had it for ten days and canceled it and I went back to Internet Plus. Before upgrading, I chatted with customer service to help me understand how the X1 DVR and cloud storage works and to verify that if I didn't like it, the 30-day money back guarantee would apply and I could go back to my old service. It turns out that's not exactly true and I was charged a prorated amount that's more than I think it should be.
I could write another five paragraphs about all the problems I've had and the people I've spoken or chatted with and how each one has told me something different. To sum up as best as I can, one person in retention/customer solutions said I was right about the 30-day money back guarantee and she would remove the amount charged while I had Preferred. She never applied the adjustment so the following month I was past due. Today someone in the same department said the 30-day money back guarentee is for new customers only (my question: why is it listed on the "upgrades for existing customers" page?) and that I had to pay the prorated amount for the ten days I had Preferred. I disagree, but okay, fine. I'd pay that amount but it's more than it should be, if my math is correct.
I'm wondering if there's someone in Customer Service here who can look over my account and tell me if it all makes sense and if I really do owe as much as it's saying I do. In my mind the bill in question should be about the same as the months before and after since I canceled Preferred and downgraded to my old plan within the 30 days.
Solved! Go to solution
Hi, acp805 - I can go through the billing details with you. Please send me a private message with your name, address, and a phone number, so I can start. Thank you!
@acp805 - I'm always happy to help I'll get back to you on Monday.
@acp805 - The billing statement generated yesterday. Did you check it out? Any questions?
Sorry for the delayed response. I forwarded my comcast email address to my gmail account like BruceW suggested in another one of my posts but they kept going to spam. Grr!
Anyway, yes, I looked at the billing statement and everything looks good. Now that I know how much my bill will be each month, I'm comfortable setting up autopay again. Much appreciation and gratitude for your time and help.
@acp805 - I'm glad to hear that! In case if you get any questions in the future - you know how to reach me or my team.
We have recently released a new feature to our Xfinity Forum, LABELS!
What are labels?
Labels are a great way for authors to categorize the content they write and provide an easy way for all users to find specific content about an overarching topic.
For more information about Labels see here.
Alerts are an easy, quick way to manage your account and get information - like payment confirmations and your current balance.