U

Tuesday, June 4th, 2024 5:38 PM

Filing a complaint

Xfinity is quite a disappointment. I am a new customer, so my complaint is about how customers are treated, rather than the internet service at this time. I agreed to have my account drafted so I could get a discount on my bill. I, just like many others live on a budget. I just received my first bill and was charged a larger dollar amount for my first month's service. When I spoke with a xfinity representative about this, I was informed that the change on my plan had been made a couple of days after service started, so I would have to pay the larger dollar amount for the entire month! REALLY??? Then I was told to contact the government {???} to file a complaint because they were responsible for taxes and fees. HUH??? We weren't discussing taxes and fees. We were discussing the larger charge on my bill. The representative had no interest in helping me. He was simply earning a paycheck. If I do not receive a refund for the dollar difference on my first month's bill, I will not recommend xfinity to anyone. This is not how customers should be treated.

Expert

 • 

104.6K Messages

1 month ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Official Employee

 • 

1.5K Messages

1 month ago

 

user_gjokfd, Hi! We appreciate you greatly for spending the time out of your Tuesday to contact XFINITY over our forums page. This is definitely not the superior service that we strive for. I have a strict budget myself, so I can relate to the inconvenience that this has caused you. I am sorry to learn about this experience. We can help and rectify this as quickly as possible. Just as a heads up, at Comcast, we bill one month in advance so when changes are made during your current billing cycle there would be prorational credit/debits for the difference reflecting on your next billing statement. How does this sound so far?

 

2 Messages

@XfinityGabriel​ 

Thank you for your response Gabriel. Will there be a credit to my account?

Official Employee

 • 

1.2K Messages

 

user_gjokfd I apologize for any confusion, any adjustments made due to a change in your plan are automatic. That was why the disclaimer about the billing in advance and the adjustments showing on the bill following.  We would be more than happy to review the changes made and your upcoming bill with you so you know what to expect on the next bill. If needed we can help change your promotion or plan to better fit your needs and we can of course include any taxes and fees in a detailed estimated totals we discuss. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
forum icon

New to the Community?

Start Here