Jensugi's profile

Regular Visitor

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3 Messages

Sun, Dec 20, 2020 8:00 AM

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?

Responses

Again

Expert

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25.8K Messages

6 m 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

6 m 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.

 

 

ComcastChe

Official Employee

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6.1K Messages

6 m 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. 

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