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user_sxgs0s
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Tuesday, April 8th, 2025 2:27 PM

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Our bill charge did not reflect updates we made to our plan

Hello, 

About a month ago, changes were made to our account plan that were not authorized by us. 1) NOW TV was added for $20/mo, and 2) our plan was changed to a higher speed. Our bill was going to be $101.60.

I spoke with a live agent on chat, we reworked the plan, and our new bill would be about $55.28. I got an email confirmation about it on 3/26, well over a week before the bill was due. Days later, the app still showed an amount due of $101.60. I got on chat again, and the agent said he was "updating the account" or something, then said to give it 12 hours to see the updated balance. I have a confirmation # for that chat ([Edited: "Personal Information"]). Days after that, the app still showed $101.60. We have now been charged $101.60. I would like a refund for the difference, and/or an explanation.

I would attach screenshots of the confirmations, but I don't see an option to do that here. 

Thank you.

Question

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Updated 

10 days ago

 • Edited

24

3

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XfinityKassie

Official Employee

 • 

1.7K Messages

12 days ago

 

user_sxgs0s Good morning! Thank you for reaching out to our Xfinity Forums Team for assistance with your billing. I can see how this would be a concern. I'd be happy to answer all of your questions and concerns today. When making changes to your account and services, it can take 1-2 billing cycles for the changes to reflect on your account, depending on your bill date. The adjustments will reflect on the following statement. Have you have a chance to check your bill date in connection with when you made the changes? This is also when your services will update through your Xfinity account and Xfinity App. 

 

2

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user_sxgs0s

2 Messages

Hi. The initial changes (adding Now TV + partial charge) were made on 3/5, before our bill date of 3/15. However, we as account owners did not make this change, it was added without our authorization and knowledge. We haven't used it, we don't want it. Interesting that that change took effect the same billing cycle.

A live chat agent helped me correct that change (removing Now TV and adjusting the plan) on 3/26. But the agent made no mention that it wouldn't take effect for 1-2 billing cycles. In fact, later on 4/1, another chat agent stated the balance would update within 12 hours. I have a confirmation # and a screenshot of the chat. 

Since we did not add Now TV ourselves, we would like to be completely refunded for it, including the partial charge.

Thank you.

11 days ago

0

XfinityEva

Official Employee

 • 

1.6K Messages

Thank you so much for those details. We can certainly take a deeper look into this for you. Please send us a direct message with your full name and service address to get started. 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
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11 days ago

0

XfinityAbby

Official Employee

 • 

44 Messages

10 days ago

@user_sxgs0s Thank you for letting me help you today through direct message. I am glad that we were able to get this resolved for you. Thank you for being an Xfinity customer!

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XfinityGabriel

Official Employee

 • 

2.2K Messages

10 days ago

@user_sxgs0s,

As a heads up, don't forget about the awesome Xfinity Mobile which is a new kind of network that combines a powerful nationwide 5G network and millions of secure hotspots to save our customers money. Xfinity Mobile is available to Xfinity Internet customers and it allows customers to save, enjoy a powerful 5G network, and easily switch between data plans. Thank you for letting me help you today through direct message. I am glad that we were able to get this resolved for you. Thank you for being an Xfinity customer!

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