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nerdyplayer
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Conversationalist

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14 Messages

Monday, August 24th, 2026 1:53 PM

Bill does not reflect recent promotion

I had talked to an agent to get the promotion before my yearly one expires. just got a bill for $95. Please let me talk to someone to get this resolved.

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XfinityPaula

Official Employee

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2.3K Messages

3 hours ago

 

nerdyplayer Good morning to you! I'm sorry to read that your new promotion is not showing on the latest statement. I know when the promotions end it was come as a surprise and after working with someone you would expect to see the details of that conversation updated on the statement. With billing processed in advance there are times that I see a delay in the new promotion showing only because the account change takes place during a billing cycle and the account needs to be adjusted / prorated for the new services. 
I am happy to help out and make sure that we have the new promotion in place for us as expected. When was the new promotion added? If you look at your monthly statement, it should show a statement posted date at the top right of the pages. What date was this statement posted? 

 

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nerdyplayer

Regular Visitor

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14 Messages

2 hours ago

When i called the agent, I had it set for August 1st. since the original promotion ended on July 31, and the new one starts on august 1. I should be paying $55.

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XfinityPaula

Official Employee

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2.3K Messages

 

nerdyplayer If the promotion went into effect on August 1st, and your statement just posted I would expect the new promotion to be reflected on this statement. 
I would love to dig into this for us and help make sure that the promotion was set up correctly. Considering this is specific to your account can you please send us a direct message with your name and service address? From there I will verify the account and figure out what went wrong to fix it. 
 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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