1 Message

Wed, May 12, 2021 2:29 AM

Billed for services I didn't want!

In January I had my service reconnected. I decided to go into the local store to do this to be sure I was getting exactly what I needed for internet services. I explained to the Comcast employee that I wanted the UNLIMITED INTERNET ACCESS and to be able to stream internet to my TV. I told him I was willing to pay the extra $30/month to avoid overage fees because in the past the overage fees started to get out of control and I did not want that to happen again. He asked me if my kids were gamers and when I responded "very much so" he told me I needed to be on the UNLIMITED plan, and it would not be a problem. He said my bill would average about $140/month which includes the $30/month UNLIMITED plan charge. Fantastic I thought! I did get a few notifications of going over the limit, but I just figured it was part of the billing system and it would reflect on our statement. The bill was paid on March 15, 2021 in the amount of $255.34 and as of today there is a balance of over $400 which includes overage fees for $100. I decided to look back on the paperwork from January when I signed up and it is completely wrong! I was very blunt and insistent when I signed up for service that I wanted the UNLIMITED PLAN AND STREAMING TO MY TV ONLY, no more, no less. I also made it clear I did not want to be entered into any contracts. The Comcast employee assured me that he understood and everything was as I wanted, only its not! I went back to the local Comcast/Xfinity store to get this straightened out but was told I had to call. It is impossible to get through to speak to a human that understands and speaks english! I've tried finding an email address to write to, but no luck there either! This is very frustrating and wrong. I have kids who are virtual students so I can't lose my internet connection, but I also don't want to be liable for services I did not request and can't afford. 


Official Employee


161 Messages

1 m ago

Hello, @jllatcham66. Thank you for reaching out here on our forums regarding your concerns with your plan and the overage charges for the data usage. I can definitely understand where your frustration is coming from for not being on the plan you requested. I would love the opportunity to look into the charges with you further and the services you have on your account. Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

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