Visitor
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3 Messages
Incorrect Billing Amount after a Plan Change
I upgraded my service from 300Mbps to 1Gbps in September 2025. Since the upgrade, my auto-pay has incorrectly continued to charge the old rate of $43. While my monthly payments are under-billing, I see a large, growing balance in my 'upcoming charges.' I previously called customer service and was told to wait for a correction, but the balance continues to accumulate without resolution. How do I get this resolved?
XfinityAbby
Official Employee
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517 Messages
3 days ago
Hello @user_0hebbd, Thank you for reaching out on our Community Forum, By chance do you have your auto-pay set up with a bank account or with a credit/debit card? In order to get the auto-pay discount it would need to be set up with a bank account.
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XfinityDemitrius
Official Employee
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2.3K Messages
2 days ago
Hey @user_0hebbd, We appreciate you being a part of our Xfinity Community and bringing up your concern regarding the account and billing. The account was still showing that the customer owned modem was still the primary equipment, which resulted in the pending work order to not complete until the Xfinity xFi Gateway was swapped to primary.
We were able to successfully swap the primary equipment for you and close the pending work order. With closing the work order, you will see the new billing take effect on your next service bill along with any prorated charges/credits. Thank you for being a part of our Xfinity Family and hope you have a great week ahead of you.
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