Visitor
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3 Messages
Bill Doubled After Promo Ended - Lack of Prominent Notice
Hello,
I'm writing to seek assistance with a significant increase in my monthly bill. My 24-month promotional rate recently expired, causing my bill to jump from approximately $60 to $124.
While I understand that promotional rates end, my core issue is with the method of notification for this change. The only advance notice provided was a single line item buried on page 3 of my monthly PDF statement. Given that Xfinity uses direct methods like email and text for routine billing alerts, placing such a critical and costly update in a non-prominent location feels intentionally obscure.
Furthermore, this practice appears to be out of line with Utah's consumer protection laws (specifically Utah Code Title 15, Chapter 10), which require "prominent notice" for these types of contract changes. A buried line item does not meet a reasonable standard of "prominent."
I am requesting two things:
A bill credit for the $64 overcharge on my most recent statement.
- A reduction in my prorated rate for the following month after I swapped to a new promotional plan.
I have already attempted to resolve this over the phone but was unable to reach a representative who could address the specifics of this issue. I'm hopeful the team here can provide a better resolution.
XfinityKei
Official Employee
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1.9K Messages
27 days ago
@user_tuefmd Thanks for reaching out to our team for help with your bill concerns. I have a link that goes into your bill breakdown line by line here https://www.xfinity.com/support/articles/new-bill-design.
Whenever you're on a promotion we add those details to your bill which include the discount amount and the end date. This information is listed on each bill for the duration of that promotion which ranges from one year to five years. I always recommend adding that date to your calendar, so you have an additional reminder of when that promotion is ending. The best part about our XFINITY App is that it’s free to download, and we always list the last two years of your billing statements there.
I am happy to see what our current promotions are for you. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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