2 Messages
Complaint charged for services and bills I no longer have
I recently made a call about concerns that I have regarding my bill. The issue it that I have been charged for services and equipment that will not have had for over 25 days (the billing cylcles ends in August 25th). I am more than willing to pay the for the services I used under the old bill for the days the five days up until the services were changed. My bill should be prorated for the new services and equipment that I have had for 15 days now.
I was told that because by bill was "printed" on July 25th, there was not way that my bill could be adjusted which makes no sense. I should not be charged for any services or equipment that I am not using at this time.
I did, what I believe, is the simple calculations that I would think any of your representatives should be able to do and honor when a customer calls to figure out why they are being paid for services and equipment that they no longer use. Here's the breakdown.
July 25 - Aug. 25 the bill has populated as $293.88. This price includes services and equipment charges that I did not have from July 30 - Aug 15 (to date). I should be charged for the old plan from July 25th -July 30th plus a prorated charge of the new plan from Aug. 1st -Aug. 25th (assuming that I continue with your services which is highly unlikely at this point). My calculations are as follows:
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July 25th -July 30th ($293.88/ 30 days = $9.796 a day -> $9.796 x 5 days = 48.98)
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Aug. 1st -*Aug. 24 ($160/30 days = $5.33 a day -> $5.33x 24 days = $127.92 *New cycle begins on Aug. 25th)
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Total for current bill (July 25th -Aug. 24th )=$176.90
The practice of telling a long-time customer that they have to make a payment for services and equipment that they no longer use because their bill has been printed is baffling. On a deeper inspection, I see that my upcoming charges (Aug. 25th- Sept. 25th) also do not reflect my new payment. I will be charged $290+ next billing cycle which does not reflect anything prorated.
If this is a standard practice, it's bad business and it's appalling. I will be sending my concern to the Better Business Bureau and my local representative of this issue. I will also make this practice public so that others know not to engage with this type of services.
I will honor the charges that I've calculated above and nothing beyond that. I will be seeking other services moving forward.
XfinityLinda
Official Employee
•
1.4K Messages
3 months ago
We appreciate you meeting us here in our community, @user_pdb1jy, about your billing concerns. You have reached the right team to turn this around for you. We will gladly review your billing to make sure it is accurate, and make any necessary adjustments if it is not. Please send us a Direct Message with your full name, and address, so we may pull up your account. We look forward to assisting.
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