REPEATED billing discrepancy

I am reaching out to attempt to clear up a repeated billing discrepancy, once & for all. In January, I negotiated a new price with your customer service team. The cost was supposed to be $135 per month, LOCKED IN FOR 3 YEARS. This was EXPLICITLY stated by your representative. Since renegotiating my contract, I have been over billed almost every single month since. I am exhausted with this process & I am exhausted with being overcharged repeatedly by your company. I have been a customer without so much as a single late payment in nearly 10 years of service at this address. Please, email me with a receipt for crediting my account for the extra money taken from me this month & find a way to lock in the AGREED UPON PRICE for your services. I need my money back & I need to be assured that this is the last time I have to chase you down to fix this problem. Please, reach out to me by email. I am unavailable by phone & your chat application is a nightmare. Thank you.

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XfinityJustinC

Official Employee

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2.3K Messages

14 hours ago

Hello, @user_juvzt5 thank you for taking time to reach out over Xfinity Forums. I completely understand the frustration when having to continue to reach out regarding the same concern if it isn't getting resolved. I'd definitely like to investigate further and wan to ensure I'm on the same pager. From experience, I've seen the most recent internet promotions I have run either 1 or 5 years and haven't seen a 3 year promotion in a while.

- What service(s) were supposed to be locked in for 3 years?

When changes are made to an account, an order recap is sent to get reviewed and then if everything looks correct on the order. There would be certain approval boxes to select and then return the order approval to the agent.

- Was there an order recap sent showing the changes with the pricing for 3 years that was reviewed, accepted, and returned for completion?

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user_juvzt5

Visitor

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2 Messages

@XfinityJustinC

you’re right, it was 5 years, not 3. The services promised were exactly the ones on my plan, now. Price promised was $135 & this month I was charge $40 extra dollars. I did receive a recap & I have the receipt in my email. Total charge, out the door, should be coming to $141 I believe. I’m consistently being overcharged & a look at my account & correspondence with your customer service reps should show you everything you need to see. I cannot express how frustrated I am with this entire experience. I don’t have time to continually police your billing department to make sure they don’t take money that doesn’t belong to them. Please do review that information, investigate & email me at the email provided on my account, if possible. Thank you.

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12 hours ago

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XfinityAngie

Official Employee

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2.6K Messages

user_juvzt5, Let's take a look at your account and see what we can do.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” 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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12 hours ago

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Billing

user_juvzt5

REPEATED billing discrepancy

XfinityJustinC

user_juvzt5

XfinityAngie

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