tickedoffuser's profile

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Wednesday, December 9th, 2020 4:00 PM

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I am being overcharged but agents can't help me

Hello, I asked a customer service agent to help me with my plan 2 months ago. They made changes which have resulted in being overcharged by $200. Xfinity Assistant cannot help me with this. I called into customer service and they transfered me to a billing specialist. I talked to someone who said he was going to fix everything. I was on my cell using wifi for the call and it began breaking up. I could only hear every other word. He said he would call me back using my cell number. Of course he did not. So I'm stuck again. You say that there's multiple ways to contact Comcast but you can't use the Chat, when you call in you don't get help it just directs you to the website. I managed to get someone on the phone by saying I wanted to add services to my plan. Then magically I was able to speak with someone - but they hung up and did not call me back. The FTC should know how customers are being treated and we have no options to switch service because there is not availability for other internet services in our area (Minneappolis). So now I have to get overcharged every month since there's no way to correct the billing errors made? I am disgusted with this company.

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Accepted Solution

Gold Problem Solver

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18.9K Messages

5 years ago

@tickedoffuser 

 

Apologies for the issue and the experience that you described above. We have gone ahead and reviewed your account.

 

As a courtesy, we have credited your account for any high speed data overage fees that have been incurred over the past months. I believe that is what you are asking about. 

 

Apologies again and thanks for your patience.  

Expert

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31.9K Messages

5 years ago


@tickedoffuser wrote:

Hello, I asked a customer service agent to help me with my plan 2 months ago. They made changes which have resulted in being overcharged by $200. Xfinity Assistant cannot help me with this. I called into customer service and they transfered me to a billing specialist. I talked to someone who said he was going to fix everything. I was on my cell using wifi for the call and it began breaking up. I could only hear every other word. He said he would call me back using my cell number. Of course he did not. So I'm stuck again. You say that there's multiple ways to contact Comcast but you can't use the Chat, when you call in you don't get help it just directs you to the website. I managed to get someone on the phone by saying I wanted to add services to my plan. Then magically I was able to speak with someone - but they hung up and did not call me back. The FTC should know how customers are being treated and we have no options to switch service because there is not availability for other internet services in our area (Minneappolis). So now I have to get overcharged every month since there's no way to correct the billing errors made? I am disgusted with this company.


How are you being overcharged?  Please don't post any personal identifying information in your explanation.

Visitor

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2 Messages

4 years ago

I was working on moving my xfinity WiFi service from my old address to my new address and was advised by the agent in charge of my WiFi service transfer to port my number from my previous phone carrier to xfinity mobile . The agent advised I could save a lot by going with the xfinity mobile plan of $15 / month instead of the $40 I was paying with my previous carrier for an Unlimited plan . I thought that was a great deal and savings for me since I already had xfinity home WiFi for other internet services. Only for me to look up my mobile account and realized that I have been billed over $400 for just my first month usage ! This is just a line and I don’t even share hotspots, plus I joined with my own mobile phone ( no contract) I called xfinity and was on phone for almost 2 hrs to make them understand my frustrations as I wasn’t informed of the additional cost because I was made to believe I only had to pay $15/month . None of the agents I have spoken with so far has been understanding enough to resolve this issue or negotiate a reasonable amount, they just insist it’s a valid charge and I have to pay the billed amount of $465 regardless of my unawareness. 

Official Employee

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39 Messages

I do have to apologize, over this platform we cannot assist with Xfinity Mobile accounts. I understand that your phone attempts have not been successful at getting the resolution you have been hoping for and I am sorry that you are running into these issues. We also have a dedicated mobile chat team that can be reached here https://comca.st/3iDJ8xB just type "Speak to an Agent" it will ask what the issue is and then your Zip code. Once those two items are answered it will route you to an agent. 

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.
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