3 Messages
billing
over billed
Just got off the phone for the second time about billing. 3 hours wasted and no resolution. My bill raised from 227 to 262! I was told a promotion ended and I knew nothing about it. After 2 hours on the phone, I was told the extra 50 dollars would be fixed and they signed me up for a new plan. They said it would take 24 hours to make all the adjustments. Well, I just looked at my bill and it's still 262 dollars. I called Corporate and was told I would have to pay the 262 and then it would be 230 a month. I told the customer service rep at Comcast Coporate no. It was not my fault they did not inform me my bill would go up. After 45 minutes on the phone, he put a ticket in to escalate it higher. I told him they also tried to get me to buy their phone service and acted like they didn't care about my issue. I should have recorded the call to prove what they said. If I get a late fee now, I will turn this over to consumer affairs or the Better Business Bureau. Re-training needs to be done company wide. I have been a customer for 10 years and this is how they treat me? I don't know why I stay. It has happened over and over again. I hope this is resolved with upper management. If not, I will take it further until it is resolved. I would like to know why this continues to happen. Customers for 10 years, please explain how this keeps happening to loyal customers.
XfinityMartyR
Official Employee
•
2.4K Messages
1 year ago
Thanks for reaching out! I'm sorry to hear you have had to spend so much time on the phone to resolve your billing concerns. When you receive services at a promotional rate, our then-current standard pricing will apply to you at the end of the promotional period. You should have been notified on the prior months billing statement that your promotional rate will be ending. Since we do bill in advance, the bill you received at the higher rate will have to be paid, especially if you are on autopay. However, any changes made to the account during a billing cycle, will be reflected on the next bill. If your new estimated monthly bill is lower than your latest bill, you will see prorated credit based on the time your services were changed. The account does update to the new rate within 24 hours, however you may not see the change until a new bill posts to the account.
Xfinity Residential Services Agreement
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