Visitor
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1 Message
Rate doubled despite written 5-year price lock confirmation from agent
Hello,
I am writing to get immediate assistance from the Digital Care Team to resolve a severe billing dispute.
On June 9, 2026, I was promised a 5-year rate lock of $50/month for my internet. The official system-generated chat summary explicitly states: "Each agent reviewed the previous chats and assured Louis that their current plan would remain at $50 for the next five years without any price increase."
My discount ended on August 1st, and my bill immediately doubled to $100/month. Because I just noticed the discrepancy today, I have now been overcharged by $150 total ($50 extra per month across my last 3 bills).
I contacted chat support today, and while the agent located and provided the June chat summary proving the rate lock, they claimed the best they could do was a $20 credit. This is entirely unacceptable. Xfinity's own documentation proves I am owed a $150 refund and a correction of my rate to the promised $50/month.
I need an official corporate employee to review this case, honor the written 5-year agreement, and issue a full credit for the overcharges.
Thank you.
[Edited: image removed - "Personal Information”]
XfinityJoe
Official Employee
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1.6K Messages
12 days ago
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "Start new conversation" (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 the link below for an examplehttps://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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