Visitor
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1 Message
Billing Issue
I have lowered my service level significantly by cancelling TV and phone services. This should have taken my monthly bill from $362 down to $130. I have contacted customer service by live chat once and by calling 800-934-6489 four times but have been told that I need to pay the higher price for February even though I will not be getting the services. How can I get this resolved? It is just wrong to bill me for something I am not getting. I would like to get this corrected so that I can pay the correct amount ASAP.
XfinityJamesC
Official Employee
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2.7K Messages
6 hours ago
Greetings, @user_hc6i82! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this billing issue. You have definitely come to the right place for assistance.
If you received a bill for $362.00 and then called in to reduce your service cost down to $130.00, that adjustment will not be made until your next bill goes out the following month. This is usually not a big issue when the different is only a few dollars, so we normally advise you to just pay the bill that was issued. In this case, however, when your service costs are reduced by more than half, we should probably work out a manual payment adjustment.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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