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arjun007r
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Monday, July 13th, 2026 8:41 PM

Breach of Contract Rate & Unauthorized Closure of Ticket [Edited: "Personal Information"] (Connect with an executive)

On May 31st, I was issued official Confirmation ID [Edited: "Personal Information"] guaranteeing a 1 Gbps internet plan with a 5-year price lock at $50/month.

My current statement generated incorrectly at $150. On July 11th, agent Alexandria [Edited: "Personal Information"]  acknowledged the error and opened escalation ticket [Edited: "Personal Information"] 

Resolution Requested: The system has prematurely marked this ticket as "Closed," yet my dashboard balance remains incorrect at $150, and my bill is due on July 15th. I have manually paid my agreed-upon $150 today. I require an Executive Team member to manually apply a $200 credit to clear overpayment of the last 2 statements and permanently fix my monthly rate to $50 as contractually promised. Please call or email me directly to confirm.

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18 hours ago

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XfinityAbby

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18 hours ago

Hello @arjun007r thank you for reaching out on our community forum. When you signed up for your plan did you complete an order consent with the agent via text message or email? An order consent is required when we make plan changes. Did you also get an email confirmation of the change afterwards? 

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arjun007r

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@XfinityAbby​ 

I was given an official, system-generated Confirmation ID: [Edited: "Personal Information"] by the agent (Gurvant) on May 31st for the 1 Gbps plan with the 5-year price lock at $50/month.

Because my current bill generated incorrectly at $150, agent Alexandria verified the issue on July 11th and specifically opened escalation ticket [Edited: "Personal Information"] to force the manual correction. Since that ticket was closed without updating the ledger, I went ahead and paid the $150 to ensure my account remained in good standing before the July 15th due date.

Can we please move to a Direct Message so I can give you my account details? You will be able to see the full notes from Alexandria and the Confirmation ID trail directly in my file. Thank you!

(edited)

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18 hours ago

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XfinityAbby

Official Employee

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1.1K Messages

We can certainly take a look at the account to see what all is showing. 

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
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18 hours ago

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