U

Visitor

 • 

1 Message

Wednesday, January 25th, 2023 6:02 PM

Bill overcharge without approval - Frustrated!

I was moving to a new place on 1/7, so I called Comcast/Xfinity on 1/6 to see if they had any promotions for existing customers, as I didn't want to pay $192. The customer service agent was super great and tried to work with me, and the only solution (my suggestion) was to downgrade my Internet/TV plan Signature+ to Popular TV Superfast Plan @ $170.84 ($160 after autopay directly from the bank). He also claimed that he would apply an $85 credit for customer loyalty & retention. I reviewed & approved the changes. After a couple of days, I was sent a bill ($35) and paid for the short duration of time that I had used Xfinity at my old address.
On 1/19, I decided to change my old box to the newer box. I went to the store, but they didn't have it in stock and had to order it. Before they did, I inquired if the pricing would change. The CS rep was super helpful and claimed it wouldn't. I reviewed and approved the changes but noticed a $6.25 increase. I thought I would address it when returning the old box after the new one arrives. The new box arrived after two days, so I returned the old one to the same store but forgot to mention the prior increase.
On 1/23, I got an email that stated action was required on my account as my bill had changed.
My disbelief when I opened the link to find that my bill had increased. It was $198.05 (a $5 autopay discount was applied). So technically, my estimated monthly bill is $203.05. Are you kidding me? My price literally increased after downgrading both Internet/TV plans. I called customer service and spent close to 1 hour, but he too couldn't explain it. I will be returning the new box and canceling both services by the month's end.
P.S. I have been a loyal Xfinity customer for > 15yrs. I don't understand how New customers get discounted pricing, but Existing customers have to call in every 1 - 2yrs to re-negotiate for a better rate - it is preposterous. I have seen friends leave for Fios/AT&T and find affordable alternative streaming options, but I have always been reluctant as I dread change but guess what? Not anymore. It is time to Cut the Cord.
XfinityGabby

Official Employee

 • 

760 Messages

2 days ago

Hello @user_mmm3, we can certainly understand how concerning it is to receive an unexpected bill. We would hate to lose you as a customer and you've reached the right team to help! We can certainly look into this for you. In addition, the promotions we do offer are typically good for 12-24 months and after that we can always look at alternative options. Please send a Direct Message with your full name and address to further assist. 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

forum icon

New to the Community?

Start Here