U

Tuesday, June 4th, 2024 5:10 AM

Incorrect bill without any notice

My internet bill went from $65/month to $104/month with no reminder or notification of the previous 24 months service discount. I did not notice it until almost the new bill has been charged for 2 months as I enabled auto payment. This is shocking and unacceptable. I have to dispute the charge and request an adjustment of the bill. I would definitely extend a new 24 months plan if I got notified. Please guide me what to do to dispute the charge. I'm already in the process of choosing a new 24 month plan. But I have to make sure the xfinity service is still trustworthy.

Official Employee

 • 

373 Messages

1 month ago

Hey there, @user_s7ghtp. It can be frustrating when your bill changes unexpectedly. It is printed on the statement when promotions expire and when your account is expected to see increases. We have made multiple changes to our Xfinity statements over the years to ensure we are as transparent as possible. As we bill a month in advance, there is a good chance one of those months would be able to get prorated credits to adjust for being billed at a higher rate once a change is made. You can check out our plan builder for self-service options to make changes to your account. 

Official Employee

 • 

447 Messages

1 month ago

@user_s7ghtp We were able to offer a new promotion, and backdate it to the start of the current cycle. An attempt was made to backdate it further, but it's vital to submit it within cycle to be 100% sure it applies. If anyone missed the notifications to renew their plan, or missed doing so before a promotion expires, count on an agent to ensure the order is backdated successfully. Placing an order directly will apply the new promotion the same day, but an agent can manually change the date to the start of the current cycle. That way the billing is updated as far back as possible. 

forum icon

New to the Community?

Start Here