Jensugi's profile

Regular Visitor

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3 Messages

Sunday, December 20th, 2020 8:00 AM

Closed

Billing Incorrect for 10 days - Impossible to get Support

We’ve been with Xfinity for over 30 years and we updated our plan nearly 10 days ago. The system shows the correct plan, but the billing amount is wrong, overcharging by $40/month. The Loyalty reps have confirmed that this is an error and unfortunately they can’t help us as only Billing can. We can’t get connected to a Billing agent to fix this. We don’t have the money for this fraudulent charge and it may be time to leave Xfinity as it is impossible to get the necessary support. Does anyone know how to get help?

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Expert

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31.9K Messages

5 years ago


@Jensugi wrote:
We’ve been with Xfinity for over 30 years and we updated our plan nearly 10 days ago. The system shows the correct plan, but the billing amount is wrong, overcharging by $40/month. The Loyalty reps have confirmed that this is an error and unfortunately they can’t help us as only Billing can. We can’t get connected to a Billing agent to fix this. We don’t have the money for this fraudulent charge and it may be time to leave Xfinity as it is impossible to get the necessary support. Does anyone know how to get help?

It's very possible your bill was generated before you updated your plan, so check the date on the billing statement.

 

Pay your bill as you see it otherwise you'll be charged a late fee.  It is easier to get a prorated bill than to dispute the late fee.

Regular Visitor

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3 Messages

5 years ago

First, many thanks for taking the time to respond.

 

Alas, the incorrect bill was generated many days AFTER  the plan change. Additionally, the plan that we did have in place before making changes to an even more economical plan, was far less than the erroneous charges that are being levied on us.

 

The Loyalty Dept. acknowledges the error and is frustrated that only the Billing Dept. can correct it and that they can't connect with them, nor can we. Hence, we feel this grave oversight in customer service only benefits Xfinity that is putting the burden on us to correct it's error with no viable channel to remedy it. 

 

Not really sure what do.  We just don't have the money for the grossly inflated amount on the erroneous bill.

 

 

Official Employee

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6.9K Messages

5 years ago

Hello @Jensugi! We appreciate you for posting to the Xfinity Forum to share your billing concerns. I can definitely understand why this would be frustrating and want to help get clarity and a better understanding of the charges you're referring to. Based on what you have described so far, it sounds as if the changes you made to your plan were made after your bill was already printed and sent to you. Because the billing information is not updated in realtime, it would appear as if you were still being billed your old amount. I would be happy to review your account and help figure out what exactly is going on. 

Can you send a private message? To send a private message, click on my name, "ComcastChe," and then click send a message. Please include your first and last name and address. 

Visitor

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1 Message

4 years ago

I have my services disconnected for 3 days and when the technician showed up, he told me that it was due to an old cable; he replaced and also indicated that he had asked for the modem to be replaced because I had a 10 year old modem. a month later the internet quit working and I called, they said that the modem needs to be replaced, so they send a technician to replaced. Next billing cycle I got a $ 70.00 additional billing for the visit to install the modem. I think it's ridiculous that hey charge you when they are replacing their own old equipment. When I called to dispute the charge, they completely said that it was a legitimate charge.

Do you know of where can you go to dispute this charge? 

Official Employee

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1.4K Messages

Hi, @user_d55eea. I appreciate you letting us know about your experience and visit charge. I would be happy to review the account, confirm our policy and take care of the charge. We do not charge for issues that are only related to our equipment or outside issues. Can you direct message us your name and address?

 

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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