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Alexandyr

2 Messages

Wednesday, January 22nd, 2025 10:43 PM

Being charged a different (much higher) price from quote

I recently updated my internet service with a new 1 year term to Gigabit Xfinity Flex Service ($75/month) with $10 per month in discounts (paperless and mobile customer).

I was given a summary both during check-out and via email indicating that my monthly bill (after discounts) would be $65 per month.

Now I have received my bill for the first full month, and it was for $99 - a $10 discount from a price of $109.

If I log in to my account and choose "change plan" it shows me that my current plan costs $65/month. But this is not reflected in what I am being billed.

It seems to be impossible to contact a human customer support agent and the automated message system just talks in circles - so this "error" is becoming quite infuriating.

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Updated 

4 months ago

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Accepted Solution

XfinityAmandaB

Official Employee

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2.2K Messages

4 months ago

 

Alexandyr Thank you so much for reaching out for help with your billing concerns after your recent update in plan. I would be concerned as well if the bill i just received did not reflect changes that were made but no worries at all I am sure we can help. First, do you know when the bill was released? You can check all your billing in your Xfinity app in the account tab you can pick bill details. In the bill details screen you can access your PDF bills under statement history. The billing date is the date the bill was printed. If the bill is printed before the changes your changes will appear on your next bill. With that you would get credit back for the portion of your old promotion you did not use and the charge for the new one in its place due to those adjustments your second after will be where you see the total in you agreement. 

 

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Alexandyr

2 Messages

Thank you. It does appear when I found the "upcoming charges" section of the billing site that the new price will be reflected on my next bill, along with the partial credit you mentioned.

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4 months ago

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XfinityMarcus

Official Employee

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1.5K Messages

Alexandyr No problem at all, we are just happy to help clarify that for you to ensure things will be as anticipated moving forward. While we have you what additional questions can we look into for you today?

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4 months ago

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