Predatory sales tactics

Hello, @user_8039cf! Thank you for creating a new post with your billing concerns. I totally understand the importance of knowing what to expect with your services and bills, and I'm sorry to hear how this experience has left you feeling.

 

As seen in our Data Usage and Unlimited Data article, under the Frequently Asked Questions section near the bottom, "The 1.2 Terabyte Internet Data Usage Plan provides you with 1.2 terabytes (TB) of Internet data usage each month as part of your monthly Xfinity Internet service. If you choose to use more than 1.2 TB in a month without being on an unlimited plan, we will automatically add blocks of 50 GB to your account for an additional fee of $10 each. Your charges, however, will not exceed $100 each month, no matter how much you use. We're also offering you a courtesy month, so you will not be billed the first time you exceed the limit."

 

Based on your statement about receiving a bill for $500, it sounds like more is going on. Plus, also per the FAQs, "You'll get email, text message, and Xfinity X1 on-screen notifications if you reach 75% (email only), 90%, and 100% of 1.2 TB of data usage. If you use more than 1.2 TB you will also receive an email and X1 on-screen notification for each 50 gigabyte (GB) block incurring an additional charge of $10+ tax up to the maximum data overage charge of $100. You'll receive an SMS text message for each 50 GB you use over 1.2 TB up to the maximum overage charge of $100 and if you've opted in, you'll also get push notifications on your phone through the Xfinity My Account app."

 

That means data overage charges shouldn't come as a total surprise. If you'd like for us to review your latest bill(s) in further detail, please send our team a Direct Message to get started.

To send a direct message:

 

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 

• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.  

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!