Visitor
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4 Messages
Repeatedly overcharged every month for internet
I signed up for Xfinity internet beginning in mid December of 2021. I was quoted a monthly price of roughly $35 dollars. The normal price would have been roughly $65, but I was told because I am an Xfinity mobile customer I would receive a $30 per month discount, bringing the total monthly charge for internet down to $35.
Every single month my internet bill has been $65 dollars (4 months in a row now). The first time I called in January, they were able to identify the problem after much back and forth with a very condescending customer service rep, who ended up crediting me $30 to my internet bill. Same thing the second time I called in February - they identified the problem more quickly and stated this was a known billing issue they were working on fixing. Again, they credited me $30 to my internet bill. In March it was a completely different story. I spoke to 2 customer service reps who barely spoke english, and tried to transfer me to the mobile department saying it was their issue (it’s not). They claimed they had no record of the past 2 calls I made which should have contained notes detailing the issue. I also asked to speak to a manager and was told “all of the managers are in a meeting and unavailable.” On this call they ended up crediting me $50 to my mobile account, which makes absolutely no sense. I asked for a call back from a manager. That never happened. I am beyond frustrated that this continues to happen every single month. Just got my bill for April and it’s once again $65. I am considering switching both my cell service and internet to a different provider because of the headaches and stress this is causing. Is anyone else experiencing this problem?
EG
Expert
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110.1K Messages
3 years ago
Concern moved here to the Billing help section for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityChristina
Official Employee
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923 Messages
3 years ago
Hi, @user_f94cb1. I hate to hear of yor experience with getting your bill adjusted correctly. I want to get to the bottom of this for you. Please send us a direct message with your name and address in full. We can look into this there.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3DRjRKn
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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user_f94cb1
Visitor
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4 Messages
3 years ago
FYI for anyone else who is interested. This is the company’s response.
”It's nice to meet you today. Thank you for providing your account information and the details on this mix-up with the agreement. As a customer myself, I completely understand how upsetting it would be to have this happen! However, after checking into the agreement for your Fast internet speed plan I did find that it includes a $30.00 monthly discount if you sign up for an Xfinity Mobile line within 90 days of the plan being added. Sadly this does mean that it wouldn't apply to existing lines on the account. I'm so sorry for any misunderstanding or confusion caused!”
This is a fraudulent business practice - setting up a customer with an agreed upon price and then changing it. I don’t see how they can legally do this. I will be making a formal complaint to the BBB and discontinuing all of my services with this company.
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