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Ongoing Billing Issues and Misleading Service Changes
I’m the Power of Attorney for my elderly relative (age 81) and have spent months trying to fix a simple downgrade issue with Xfinity.
Back in August 2025, I called to cancel TV, cable, and landline services and downgrade to internet-only (300 Mbps) for $80/month, or $70/month if autopay was switched to a checking account. The rep confirmed this change.
Instead of the reduced rate, the billing has gone in the opposite direction:
| Billing Period | Amount | Notes |
|---|---|---|
| Aug–Sep | $193.17 | Old plan before downgrade |
| Sep–Oct | $214.21 | Increased charge after downgrade |
| Oct–Nov | –$79.64 | Partial refund (insufficient) |
| Nov–Dec | $1.26 | Current bill |
Despite multiple long calls and chats, the issue still isn’t fixed. I was promised a refund to bring the bill to $80/month, but only $79.64 was credited — and the same $214.21 charge appeared again. Every time I call, agents try to sell me a “new” plan that’s identical to what was already agreed to.
This has been confusing, misleading, and incredibly frustrating, especially for an elderly customer just trying to keep internet service. After exhausting all normal customer service options, I’ve escalated the matter through external consumer protection channels for review.
At this point, I’m asking Xfinity to:
Honor the original internet-only rate of $80/month (credit card) or $70/month (checking).
Correct all overcharges since August 2025.
Provide written confirmation of the $65/month plan that multiple agents have mentioned.
This has gone on for too long — I need someone from corporate or executive support to finally step in and make it right.
No Responses!