Overbilled and getting runaround from agents - pls help

Back in October, a chat agent [Edited: Personal Information] convinced me to upgrade to a 2-year plan for $70/mo:

$50/mo for Xfinity Gigabit Extra internet
$20/mo for Xfinity Mobile service

Since then, I've been getting overbilled every month and have talked to ~20 agents to try to get this fixed. Often, I'll get transferred to 3-4 agents in the same chat. Several have told me that what [Edited: Personal Information] sold me was never an actual promo (I was lied to). The last one claimed to have fixed the problem, but it only corrected one month of billing.

Please check the chat logs to confirm the above. If anyone at Xfinity is willing and able to actually fix this, I'd greatly appreciate it.

Responses

CCKrista

Retired Employee

•

1.5K Messages

1 year ago

Hello @user_aaf5e4, thank you for taking the time to reach out on social media. I understand your concern with the promotion, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's 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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