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user_652fli
1st Topic
Conversationalist

8 Messages

Monday, November 13th, 2023 9:18 PM

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Billing Page, MyPlan, Choose a Plan, and Live Chat all show different amounts for my bill!

Just went out of contract and elected to use the automated plan finder to select a new plan. 

Xfinity gave me the estimated new cost total and the detailed list of charges and credits so I went for it.

Aside from the confirmation email (which just shows the agreed total), nowhere can I find that I am being charged the correct amount.

As the subject line states every part of the Xfinity website shows a different amount and nowhere is there an itemized listing.

Even live chat with an agent only produced yet another random total, and the agent could not provide itemization.

Where can I find the current itemized list of charges and credits for the plan that I selected?

Question

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Updated 

1 year ago

185

1

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XfinityAlyssaA

Official Employee

 • 

1.8K Messages

1 year ago

Good afternoon @user_652fli, and thank you for reaching out on our Community Forums with your bill concerns. Have you tried pulling up your bill statement on the XFINITY app? You can pull up your bill statement by following the instructions listed here https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill. 

 

May I also ask when you made the plan changes? If you made your plan changes recently, your next 1-2 bills might be different. We do bill in advance for services so if you made the changes after your statement printed, you will not see your new rate until your next month's statement. You will also see any applicable prorated credits for your plan change applied to your next month's statement as well. 

 

If you'd like us to get your account pulled up and confirm your bill, we'd be happy to do so. Simply send us a Direct Message with your first and last name along with the service address on the account to get started.  To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

1

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user_652fli

8 Messages

Most of the billing area shows historical information, including my "current" statement, which only shows the out of contract pre-service change charges for the prior level of service.

Yes, I downgraded my internet service from 800 to 200 the day after I went out of contract, which was after the billing system generated the (not so) "current" statement. So there was no equipment or other plan changes nor was there any one-time charges. That info I have from the confirmation email.

I was expecting an itemized listing of future charges and promotional credits for the current period after the plan change was made. I got only the total amount in the confirmation email.

I should not have to wait 1-2 months to see what you ended up charging for the plan I selected.

I expected that a live comcast chat representative would have been able to tell me what my current level of service is costing, but that seems to be unavailable.

The change plan page displays a current plan cost and contract term that is completely inaccurate (no way to know the breakdown there). The link to the bill details for the current plan just loops back to the main billing page which only shows the pre plan change charges. So none of your online systems display accurate information and literally disagree with each other.

I'll DM you the requested information to see what you can provide.

1 year ago

0

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