Visitor
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1 Message
Plan not updated and keep getting billed old amount.
Hi, few weeks ago, I corresponded xfinity through call to get my plan changed from $70/month to $50/month (-$10 discount with link to bank account). But I am noticing that the billing on my account has not changed. I have corresponded with xfinity via chat agent two different times, twice confirming that the charge will be $40/month despite what is on my account. But come the billing date, I was charged $70. Please fix the issue. If I can just correspond by email, that is easiest, but it seems that I can't, and I keep on getting this run-around during weekdays where I am busy with work, and it's super annoying. Thanks.
EG
Expert
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113.9K Messages
2 years ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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CCTravis
Problem Solver
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546 Messages
2 years ago
Hey there, @user_3dec68. Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. When changes are made on an account, it does take an entire billing cycle for those changes to effect the bill, and the balance due. I usually think of it as if the bill is still paper, so if you have a current bill and balance due, then that is not going to change until a new bill is printed or generated.
Using the numbers that you provided, and assuming that you have Autopay, if you had a balance due of $70, and you make changes that will cause your new bill to be $50, Autopay is going to draw the balance that is listed as due ($70). When the next bill comes out, you will see a proration, and a credit for the difference of the payment made, and the new monthly bill. If you would like me to confirm that the changes are in the system, feel free to send us a Direct Message. To locate the account, please send our team a direct message with your full name and full address. Thanks!
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• 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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