2 Messages
Ongoing billing problems
I have had billing issues for months. I keep changing to a less expensive plan through the chat feature, but when I check my account the amount due is actually higher than my previous plan. I cannot get help from a real person, I get stuck in a constant loop with AI & chats. It’s the most frustrating customer service experience I’ve ever had. I am 66 years old and cannot continue to navigate this ridiculous situation. Shame on Xfinity. I believe they make it impossible to get access to real help so you just pay the bill
XfinityAirelle
Official Employee
•
3.3K Messages
58 minutes ago
We’re really sorry you’ve been dealing with this for months. We understand how frustrating it is to try to lower your bill and then see the amount due come back higher, especially when you feel stuck in a loop and can’t get a clear answer from a person.
You are in the right place now, and we are real people here. Our team can review the account, look at the plan changes that were made, and explain why the bill increased instead of decreased. Sometimes a bill can look higher because of prorated charges, old plan charges, equipment, taxes, or changes that did not fully apply the way they should have, but we do not want to guess. We want to check the account and give you a clear answer.
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