T

Visitor

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2 Messages

Wed, Aug 10, 2022 4:14 PM

Change of service not reflected in latest billing statement

Hi,

I recently made a change in my service. I dropped Internet and TV and only kept Security service. It was a nightmare trying to get that done. But I finally reached an agent on the phone who told me that it was possible. This change was made in or around July 26th. I just checked and I no longer have cable or Internet service but I'm still being charged for my full packages I previously held. Could use some help in getting this sorted out.

Accepted Solution

Again

Expert

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28.2K Messages

4 months ago

@thx2112 

Hi,

I recently made a change in my service. I dropped Internet and TV and only kept Security service. It was a nightmare trying to get that done. But I finally reached an agent on the phone who told me that it was possible. This change was made in or around July 26th. I just checked and I no longer have cable or Internet service but I'm still being charged for my full packages I previously held. Could use some help in getting this sorted out.

Check the date on the billing statement.  Is it right around the time you made the change to your service?  If so, that's why your bill remained the same - it was generated before/right after you made the changes and wouldn't reflect the changes or price.  Personally, I would pay what is on the billing statement now and then you will receive a credit on your next statement.

Visitor

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2 Messages

@Again​ thanks for the reply! I'll see if I can figure out the exact date of the call and reference it with my billing date.

Official Employee

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389 Messages

Hey there, @thx2112! Thanks for reaching out to the community with your billing concerns. Yes, that advice was solid. I was only going to add that this is often the case when repackaging since we bill in advance. Typically, when lowering your bill, proration will show in the form of credit on the next billing statement that generates. So, refer to the dates on your latest statement, and let us know what other questions you have. Our Digital Care Team works around the clock to provide you with the support you need ❤️ And don't forget that full PDF versions of your bills are available in My Account (online or using the app).

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