Visitor
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1 Message
Need live agent help — promised plan change/promotion not reflected in bill
I need help connecting with a live agent regarding a billing issue. I'm unable to connect with an agent through IVR call or through Xfinity Assistant.
In February, I chatted with an agent through Xfinity Assistant about changing my plan. During that conversation, the agent told me they were applying an ongoing promotion that would lower my monthly cost from $50 to $40. I also signed the agreement they sent me through the link in chat.
However, I am still being billed $50 instead of $40.
I would like an agent to review my previous chat history, confirm the plan change and promotion that were discussed, and explain why my bill does not reflect what I agreed to. Since I signed the agreement and was told the change had been made, I need this corrected as soon as possible.
Please help me connect with a live agent or have someone review this urgently.
XfinityAmira
Official Employee
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4.7K Messages
5 hours ago
Hi user_mlxh04! We appreciate you reaching out to our Xfinity Forum for support with your billing concern. My team is here to help and can certainly look into this for you. Please send us a Direct Message so that we can better assist you. Here are 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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user_jrjj2d
Visitor
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1 Message
2 hours ago
Good luck finding a human anywhere but a Comcast store. I just spent about 10 minutes sparring verbally with an obvious AI agent who's only response was that "I am a LIVE agent" but never refuted that they were human. They are also programmed to respond to asking them their favorite color (White!...C'mon?!) and that they were in California but sounded like they were in an overseas call center.
Please Comcast, don't insult my intelligence. This is more like ZERO level of customer service when it comes to billing. Very disappointed that things have gone from bad to worse.
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