Visitor
•
3 Messages
$30 increase in bill
Our Xfinity bill went up almost $30. I have tried many times to solve this issue through chats and texts and actual phone calls. I have fallen down your "Customer Service Rabbit Hole" twice- being passed from agent to agent in "CallCenterland" with no success.
Did find out the increase was due to a Loyalty Discount we were receiving, ending.
I was told at my local Xfinity store which (of course) was of absolutely no help to call billing and request to have this discount reinstated. WRONG!! Yet another trip down the rabbit hole. You have the world's worst customer service. This is how you treat loyal customers since before Comcast became Xfinity?? This is shameful.
XfinityMartyR
Official Employee
•
3.5K Messages
8 hours ago
Hi there, @user_59rp43 thank you for taking the time to share this experience. We are truly sorry for the frustration you’ve experienced, especially after reaching out multiple times through chat, text, phone, and in-store support without getting a clear resolution. That is not the experience we want for a loyal customer, and I completely understand how discouraging it would be to see your bill increase by nearly $30 and then feel like you were sent in circles trying to get answers.
From what you were told, it sounds like the increase was connected to a loyalty discount that reached its expiration date. Promotional and loyalty discounts can have end dates, and when they expire, the monthly rate may return to everyday pricing. That said, I understand that knowing the reason for the increase does not make the experience any less frustrating—especially when you were trying to find out whether there were other options available.
While we can’t guarantee that the same discount can be reinstated, we would like to help review the account for any current offers, packages, or savings opportunities that may better fit your needs. In some cases, adjusting services, reviewing available promotions, or bundling eligible services can help lower the overall monthly cost.
One option that may provide additional value is Xfinity Mobile. Xfinity Mobile is available to eligible Xfinity Internet customers and offers unlimited talk, text, and data plans, access to millions of WiFi hotspots, 5G coverage, mobile hotspot data, international talk/text/data in many destinations, and device protection options depending on the plan. For customers who already have Xfinity Internet, adding mobile service can sometimes help reduce the total household cost when compared with having internet and wireless service through separate providers.
For example, Xfinity Mobile currently offers plans such as Mobile Select and Mobile Plus, with features designed to give customers flexibility based on how they use their phones. Mobile Select focuses on everyday value, while Mobile Plus includes more premium features such as higher mobile hotspot usage, 4K video, enhanced device protection, and phone upgrade benefits. If you are paying another wireless provider today, it may be worth comparing your current mobile bill with Xfinity Mobile to see whether there is meaningful savings opportunity for your household. Have you considered switching mobile providers, or are you already a Xfinity Mobile member?
4
0