RKJ543's profile
RKJ543
Stamp of Approval
Conversation Starter
1st Kudo

Frequent Visitor

 • 

10 Messages

Thu, Dec 17, 2020 10:00 AM

Bill increase question

I entered into a 2 year contract for Xfinity internet, TV, and home phone and was guaranteed a price for those 2 years. I just received a notice that my bill would increase by $14.00/month. This is unacceptable and in violation of our agreement. Who can I contact to resolve this? 

Using your phone system I was directed to an agent in the Dominican Republic who spoke marginal English. Because the United States is my country of origin, how can I contact someone who speaks the same language as I do because I need to resolve this problem. A $14.00/month increase is unacceptable.

Responses

Again

Expert

 • 

25.8K Messages

6 m ago


@RKJ543 wrote:

I entered into a 2 year contract for Xfinity internet, TV, and home phone and was guaranteed a price for those 2 years. I just received a notice that my bill would increase by $14.00/month. This is unacceptable and in violation of our agreement. Who can I contact to resolve this? 

Using your phone system I was directed to an agent in the Dominican Republic who spoke marginal English. Because the United States is my country of origin, how can I contact someone who speaks the same language as I do because I need to resolve this problem. A $14.00/month increase is unacceptable.


Was that increase in fees?  Fees, taxes, and surcharges are not included in the agreement.  Only your package plan.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
RKJ543

Frequent Visitor

 • 

10 Messages

6 m ago

They didn't make it clear what the increase was for.

When I entered into the contract with Comcast they assured me my total monthly bill would remain the same for 2 years.  I asked them several times to confirm this and they said my total monthly bill would not increase for 2 years. 

I can understand a couple of cents here and there for taxes, but not $14.00/month. This seems like a method for them to skirt around our agreement and raise my bill.  I can only assume in another couple of months it will be increased again using some fake terminology and the consumer is completely at their mercy.

Official Employee

 • 

369 Messages

6 m ago

@RKJ543 Thanks so much for taking the time to reach out to us regarding your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message with your first and last name, name on the account if different, and service address? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: comca.st/30x1qW2. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick
Biff-Tannon

Regular Contributor

 • 

293 Messages

6 m ago

RKJ543,
Did you get this resolved? What can I do to lower my bill? My bill has increased significantly even though I didn’t ask for any new services or upgrades.

Official Employee

 • 

369 Messages

5 m ago

@Biff-Tannon, Thanks so much for taking the time to reach out to us regarding your billing concerns. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review. Can you please reach out through private message with your first and last name, name on the account if different, service address and account number? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/3pAbxGs;

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Official Employee

 • 

102 Messages

4 m ago

Hello @RKJ543 and thank you for your feedback about your experience with us at Comcast. We would love to investigate your account with you and find the best resolution. Our goal is to find a package that fits your needs and makes economic sense. If you would be so kind as to send us a private message with your full name and address we will be happy to reivew the best options we have based off your needs. Just click this link https://forums.xfinity.com/t5/help/faqpage/title/sendmessage and once we have your message we will respond ASAP! Thank you again and we look forward to speaking with you. 😀

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick
RKJ543

Frequent Visitor

 • 

10 Messages

4 m ago

No, nothing has been resolved.  I tried to resolve this but Comcast isn't interested.  Basically, it's as you said, I can cut back my services and pay more for less.  I submitted a complaint to the Board of Public Utilities. 

ComcastAbbie

Official Employee

 • 

308 Messages

4 m ago

@RKJ543 Thank you for your feedback. If you change your mind and you'd like us to do an account review, please let us know. We want to help address your price increase concerns and help in any way we can. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick
RKJ543

Frequent Visitor

 • 

10 Messages

4 m ago

The "best options based off my needs" would be for Comcast to honor their end of the 2 year contract I entered into with them. I have spoken to several agents from Comcast and they are only interested in applying these back door increases to my monthly bill. Hopefully if enough people continue to contact regulatory agencies about this there will evolve more transperancy and agents will be honest about what customers are getting into. What concerns me now is how high my bill is going to go with Comcast free to add any back door increases they choose.

 

New Poster

 • 

1 Message

4 m ago

i have same problem as you, and i'm on fixed income

Official Employee

 • 

2.5K Messages

4 m ago

Hi, rafy12001. We want to help! Please send me a PM with your first and last name and we can help from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

New to the Community?

Start Here