Visitor
•
2 Messages
Billing Quote
Hello!
On August 20, 2026, I contacted support because my bill had increased and was told my promotional price had ended. During that live chat, the agent offered a plan change at $80/mo and told me I would continue to receive my $10/mo autopay credit on my existing credit card. I specifically asked about this and was assured it would carry over. I agreed to the plan change on that basis, with the understanding my bill would be $70/mo.
This month I had an attempted charge of $114, so I reached out again today. I understand and accept the prorated portion of that charge, and I'm fine with either paying manually this cycle or taking a credit next month.
The open issue is the $10/mo credit. Today's agent told me the credit requires autopay from a checking account and is not available with a credit card. That directly contradicts what I was told, and it was the condition I relied on when agreeing to the change.
Could you please review the chat notes from my August 20 interaction and confirm what was represented to me? I'm not requesting an exception to the autopay policy, I'm asking to be made whole on the $70/mo rate that was confirmed to me by your agent before I changed plans.
I'd also appreciate written confirmation of when my current promotional rate expires and what the standard rate will be at that point.
Thank you.
XfinityCliff
Official Employee
•
627 Messages
14 hours ago
Hello @user_tytzm9, and thank you for reaching out via our Xfinity Community forums, and for taking the time to share your experience with us.
I completely understand why this would be frustrating, especially since you specifically asked about the Auto Pay discount before agreeing to the package change.
The $10 monthly Auto Pay discount requires enrollment using a qualifying bank account, as outlined in the consent review provided during the interaction. A credit card does not qualify for that discount.
That said, we recognize that the information you recall receiving during the chat may not have clearly reflected those terms. We can document your experience and submit feedback regarding the interaction to the appropriate internal teams. Please understand that employee coaching and the results of internal reviews are handled privately, so we would not be able to share specific details about any follow-up taken.
We would also be happy to review your current packaging, and any promotional rates that might be associated with it. Please send us a Direct Message with your full name and complete service address so we can investigate further.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click Here For an example of how to send us a Direct Message.
(edited)
0
0