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understanding bill after upgrading and then downgrading services

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Frequent Visitor

understanding bill after upgrading and then downgrading services

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. 

 

 

 

Accepted Solution

Re: understanding bill after upgrading and then downgrading services

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!

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Official Employee

Re: understanding bill after upgrading and then downgrading services

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!


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Frequent Visitor

Re: understanding bill after upgrading and then downgrading services

I got your messages. Thanks for your help!!

Official Employee

Re: understanding bill after upgrading and then downgrading services

@acp805 - I'm always happy to help Smiley Happy I'll get back to you on Monday. 


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Official Employee

Re: understanding bill after upgrading and then downgrading services

@acp805 - The billing statement generated yesterday. Did you check it out? Any questions? 


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Frequent Visitor

Re: understanding bill after upgrading and then downgrading services

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! Smiley Happy

 

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. 

 

 

Official Employee

Re: understanding bill after upgrading and then downgrading services

@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. 


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