Skip to main content
user_0rmmbg
1st Topic

Visitor

 • 

5 Messages

09/14/2026 6:54 PM

Prices are crazy!

My bill went up because a promotional period ended. I called on Friday and spoke with a nice agent for an hour and a half. They found me a great plan where I keep my same service but lower the price to nearly $50 for five years.but….. No changes to my account ever happened when I call back in they say they have no record of an hour and a half phone call on Friday. So no changes happened no plan like that exists.. Did I just get hacked or scammed by someone impersonating Xfinity? What the heck is going on???

Question

 • 

Updated 

6 hours ago

26

1

0

Oldest First
Selected Oldest First
XfinityQuemekia

Official Employee

 • 

1.4K Messages

9 hours ago

Thanks for taking the time to post your billing concerns here on our Xfinity Community Forum. It is definitely important to get this sorted out @user_0rmmbg! With Xfinity, our system requires us to send an order directly to you for approval before any changes can be made to your service. This link or text contains the exact services with your estimated new bill, which must be reviewed and approved on your end before the order can finalize.
Did you receive an order summary email or text link to review and approve during your call on Friday? You should also receive an order summary email confirmation after completing orders, did you receive a confirmation email?
Did you share any sensitive information during that call, such as your banking details?

5

0

user_0rmmbg

Visitor

 • 

5 Messages

Yeah well that’s super weird, I didn’t get any emails or any texts or any confirmation or anything asking for approval. But she also didn’t ask for sensitive banking information. We worked on my account and then my grandmother‘s account and the deal did seem too good to be true. And now I know for sure I didn’t get confirmation messages. But I have Xfinity Mobile and you guys can literally see that I called your phone number on Friday the 28th and had two conversations total time on the phone an hour and a half. ??? I mean, what the actual heck??


I am so confused with whatever is going on

Like

Reply

7 hours ago

0

user_0rmmbg

Visitor

 • 

5 Messages

I checked my trunk now I checked my separate email address nothing anywhere. The whole thing is frustrating enough. But on top of that, I still haven’t got my bill adjusted. Can you help with that? 

Like

Reply

7 hours ago

0

user_0rmmbg

Visitor

 • 

5 Messages

lol.. voice texting at its finest. I didn’t check my trunk,. I checked my junk folder

Like

Reply

7 hours ago

0

XfinityCliff

Official Employee

 • 

648 Messages

Thanks for letting us know, and yes, we would be happy to take a look at things for you @user_0rmmbg.  We do want to let you know that if you want our assistance with your Grandmother's account as well, you will need to be able to authenticate that with us a Primary or Manager listed on the account.  If you're not listed on her account, she can add you to it if she's willing to do so. 

To get started, please send us a Direct Message with your full name and service address (as well as your Grandmothers' service address if you have access.)  Once we get the accounts pulled up and verified, we can work with you to provide clarity for your concerns.  

We look forward to further assisting you. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

7 hours ago

0

user_0rmmbg

Visitor

 • 

5 Messages

Thanks I’ll message.. 

Like

Reply

6 hours ago

0

forum icon

New to the Community?

Start Here