Visitor
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6 Messages
Unauthorized Plan Change & Unresolved Support Transfers
My Xfinity plan was changed without my authorization. I never approved this change, yet my billing and services were updated. I have contacted customer support multiple times,
but every agent only transfers me and no one actually fixes the issue.
I am requesting immediate escalation and resolution from your team.
Please take the following actions right away:
- Restore my original plan exactly as it was.
- Remove all incorrect charges caused by the unauthorized change.
- Provide an explanation of who changed the plan and when.
- Add an account-change PIN to prevent any unauthorized modifications in the future.
This has been extremely frustrating, and regular support has failed to resolve it. I need this handled by the executive customer solutions team as soon as possible.
Thank you.
XfinityDena
Official Employee
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3.8K Messages
1 day ago
@user_c17hjx We are unable to make changes to your account without sending the customer a customer approval link. From my experience it usually goes up due to an end in promotional rates on the account. In the spirit of transparency, we provide a listing of the active promotions, the amount saved, and the end date on each and every billing statement. It would be under your services in green text. If you are doing paperless billing, you can check your statements with the directions here : https://www.xfinity.com/support/articles/view-xfinity-billing-history
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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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