Larger bill

@user_cddgzn

Thanks for reaching out to us. We do apologize if we didn't set better expectations for how our billing system works.

Depending on your bill date and when you went into the store for the new plan, since we bill a month in advance, you would still be seeing the bill that you got until your next billing cycle. If you're on autopay you would be charged the bill you see, but when your next billing cycle comes out, it would show prorates and adjustments and credits for what you overpaid for your old plan versus your new plan.

A great way to check is to log into the Xfinity app and go to your detailed billing section of your account and pull up the PDF file it will show the bill date as well as the dates you're billed in advance for.

Since you've reached out to us here on our platform, I'm more than happy to look at your account to make sure the changes were made and set the proper expectations on your current bill and what your next bill shall look like.

 All you have to do with send me a direct message including your first and last name and your complete service address

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum