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Southernbelle93
1st Topic

Visitor

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3 Messages

Saturday, March 5th, 2022 9:56 AM

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New service plan, billing incorrect

I recently changed my service plan yesterday and was sent a confirmation email about my new plan that is lower than my current plan but the bill in the app still says the same after changing my plan this month. When will the app show the correct amount of my service plan? The bill is incorrect for the month of March after I already changed my service plan so how can I pay the bill for the month of March when the charges are incorrect? 

Thanks,

ashlea 

Question

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Updated 

3 years ago

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XfinityJamesC

Official Employee

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2.1K Messages

3 years ago

Greetings, @user_503590! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about your billing charges. You have definitely come to the right place for assistance.

 

Once your bill has been generated, it will not change until your next bill comes out a month later. That means, if you changed your service package to a lower rate in the middle of a billing cycle, the bill that was already issued for the month will stay the same, but any difference between the old rate and the new rate will be pro-rated and deducted from your bill the following month. Does that help clarify things a little better?

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Southernbelle93

Visitor

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3 Messages

@XfinityJamesC​ Thank you for your quick response and I somewhat understand what you are saying but does that mean I still need to pay for the increased bill for this month due on 24th after changing my plan to a lower bill? When I talked to an agent on the phone earlier, they said it would change in 24 hours assuming they meant my updated bill. Also, are you saying I won’t see my correct bill with new plan until the month of April?

Thanks,

[Edited - Personal details removed]

(edited)

3 years ago

0

XfinityJamesC

Official Employee

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2.1K Messages

That's an excellent question! It really depends on whether you make manual payments, or you rely on automatic payments. Your account balance will definitely change in our system within 24-48 hours, as the agent mentioned, but automatic payments are always drawn for the amount on your bill. If your actual balance is less than the amount on your bill, then any overpayment will automatically be credited on your next bill.

 

If you do not have auto pay enabled, then you can definitely just make a payment for the actual account balance, instead of the amount listed on your bill. If you like, I would be more than happy to pull up your account and let you know what your adjusted balance will be.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to give you those details.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

I am an Official Xfinity Employee.
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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Southernbelle93

Visitor

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3 Messages

Thank you for the information. I only make manual payments rather than automatic. I will wait 24-48 hours to see if the amount changed on my account. I just senr a private message through to support

3 years ago

0

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