Regular Visitor
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16 Messages
Billing increased during locked in rate
Hello,
my past two billing cycles increased but I am in a locked in rate. I’ve spoken to 3 different people. First person was supposed to issue a credit and fix the billing. Second billing came out no credit, billing amount still wrong. Called again. Rep issued a partial credit and transferred me to someone else who “could help me”. After one hour this rep said they escalated to a higher level team and I would receive a call in one week. It’s been well over a week. I even placed 2 calls to an executive team member whose contact number I had from a previous debacle with Xfinity, and haven’t received a call back.
XfinityDena
Official Employee
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4.1K Messages
2 hours ago
That is a great question! From my experience it can be due to price increases that you would find mentioned on your November or December billing statement. You can always get a break down of charges by looking at your billing statement. For the Xfinity app after signing in you would go to manage billing. After that click on current statement so that you can view the PDF. To view previous statements you would select statement history. If you don't already have the Xfinity app make sure you download it. It is honestly one of the best apps we have to offer to manage your account. The app will keep you updated on maintenance, interruptions, and other service-related notices. You can also troubleshoot, manage appointments, and manage your bill.
If due to increases in our rates, while we try to hold down costs, price changes are necessary for a number of reasons, including continually increasing costs of programming and our ongoing investments in network upgrades, cutting edge technologies, and enhanced products and services. If you signed up on a promotional offer, you will not see an increase to the base price of those services until your promotional period has ended. Equipment charges, installation charges, taxes and fees, including regulatory recovery fees, the Broadcast TV Fee, the Regional Sports Network Fee, and other applicable charges are subject to change and could alter the total amount you pay during and after the promotional period. https://www.xfinity.com/pricechange
I am here to confirm what is going on @SpecK1 Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" 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
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