1 Message
Missing Credit
On Feb 23, I signed up for a new plan at $50/month for 500 mbps with help of your chat agents Lokesh.
On March 18, I was charged #103. I spent a long time on the chat yesterday with 4 different agents bouncing me around until Rishab assured me I would receive a credit of $53 in a few hours. No credit has been applied to my account.
Please correct this situation.
XfinityRay
Official Employee
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2.7K Messages
1 month ago
Good evening, user_2pxb3l! Thanks for taking time out of your day to reach out about the billing. I would be happy to look further into this and ensure your account is correct.
The date we generate your statement is different from the billing cycle dates which are the service dates the bill covers. The billing date will show at the top of each page on your statements. Once a bill generates any changes are shown on the following statement.
What I see happen most often is the bill has generated, but it takes a week before you can view it. The changes are made after the bill has already generated but before you have seen it. In that instance, it takes a whole month to see the bill update.
Let's take a look at this together! Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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XfinityPaula
Official Employee
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1.4K Messages
1 month ago
user_2pxb3l Thank you again for reaching out to us and allowing us to review the account for the recent changes. I'm sorry that the account change missed the deadline for the most recent statement making it appear that the changes were not made and that the previous cost was still in place. You will see the updated details on the next statement and the online balance will update as well. For the added monthly discount, when making payments with a credit or debit card the discount is $2.00 however when using a bank account the discount increases to $10.00.
I'm very thankful for your time and patience while we reviewed all the details to ensure the account was accurate. If there's anything else that we can help out with please feel free to create a new post and we will happily help out. Have a great week / weekend!
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