Billing Issue

On 3/11/26, I spoke to Aries and asked for help to lower my bill, since it had gone up again. She found a plan for me that was $220,50 including tax, which was contract free. She added a loyalty discount of $20, and said that my bill going forward would be $200.50. She also said she would prorate my bill, and that I would owe $164.98. This is the amount that was charged to my credit card on autopay. I was suprised when I received my current bill. Not only was it the original amount I called about lowering, $236.94, but there is an overdue charge of $72, which is the difference between the bill and the autopay that I actually paid, which is what Aries said my bill would be.

I have called customer service twice about this, and have spent hours on the phone with them. They say they have no record of my 3/11/26 conversation with Aries. They asked if she sent any paperwork to update my account and I said no, that I thought it had been taken care of since my autopay was charged correctly. The customer service rep said, not only couldn't they honor the $200.50 that Aries promised, but they also had no way of reversing the $72 charge.

I need help and I can't seem to get it from customer service. Does anyone have the name and phone number of someone I could call who can actually help me?

I have been an Xfinity customer for many years. This is no way to treat a loyal customer.

Thank you.

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