Overcharging

I just reviewed my billing and noticed that I have been being overcharged for months! My account was on autopay and was automatically being billed well beyond my contracted amount. I signed up for a monthly $120 package with internet, phone, and cable. Xfinity has been taking almost $300 from my account each month. I have been attempting to call all day today and getting representatives with heavy accents and language barriers. I asked to speak to a manager and waited for 20 minutes for the rep who insists can’t understand me to say that a manager is unavailable. This is excessive and predatory. I will be looking into filing an FTC complaint and switching to AT&T, because as a long-term Xfinity customer I feel cheated!

Responses

CCLysa

New Problem Solver

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617 Messages

3 years ago

Hi @user_6bb30f

Thank you for taking the time to reach out through our Forums page. I know when it comes to billing, we always want to be sure everything is being charged correctly. I'm disappointed to hear about your phone experience and I can assure you I am here to turn this experience around. Please know you have come to the right place, and we are more than happy to help review the bill from this end. Please send me a Peer to Peer message so that I can gather some account details.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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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user_6bb30f

Visitor

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2 Messages

3 years ago

Chat and phone by a manager are unavailable. Here is proof:

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CCLysa

New Problem Solver

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617 Messages

We appreciate the pictures. Our live chats may be busy. We're not an instant message platform, but we always do our best to reply ASAP. When you are ready to proceed, we're available through the steps I provided above.

I no longer work for Comcast.

3 years ago

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user_182ce8

Visitor

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1 Message

Yes, any kind of in person support with this company is [Edited: "Inflammatory"]. It is impossible to speak to an actual person at any time. The Youtube videos about how [Edited: "Inflammatory"] is 100% accurate. They [Edited: "Inflammatory"] their customers.

(edited)

3 years ago

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user_770868

Visitor

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1 Message

3 years ago

They are overcharging me too. I called for a refund and they gave me only a partial refund and then charged me again the next month. This company [Edited: "Language"]

(edited)

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XfinityKei

Official Employee

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1.4K Messages

Hi @user_770868 Thanks for bringing your billing concerns to our Community team for help! Thanks for letting us know you have already called in for assistance. I am happy to help resolve this for you! Could you please send our team a direct message with your full name and full address to take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or DM

click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

See DM for an example.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

0

Billing

user_6bb30f

Overcharging

CCLysa

user_6bb30f

CCLysa

user_182ce8

user_770868

XfinityKei

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