Visitor
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1 Message
Unexpected charges
Hello, I have an Xfinity promotional deal that includes 1TB internet with a mobile line for $40 a month. Over the past few months, I have had my internet repeatedly been suspended due to overdue charges, but I have autopay on and according to my billing statement I have made the $40 per month payments every month with no missed payments. However I am having to pay an additional $56+ dollars a month to unsuspend my service and have allegedly over $170 of unpaid bills. Why am I suddenly being charged over double my agreed upon internet bill? I cannot find any email explaining these new charges, the balance continues to increase with absolutely no explanation and I would like a refund. Please escalate this to your supervisor. This is unacceptable, I have been unfairly charged outside of my contract for $40 per month. Additionally, the phone line has never been used, I never even put the SIM card into a phone. I only got it so I could have the $40/month promotion.
XfinityNasser
Official Employee
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29 Messages
5 hours ago
Hi, @user_809921 Thank you for reaching out over the Xfinity Community Forums to address your billing concerns. When looking at your Xfinity statement, the second or third page generally list promotional discounts and their duration. To catch your attention, the font is in green color.
To view your Xfinity billing statements you can access them as a pdf in the Xfinity app or by directly following this link to: https://www.xfinity.com/support/articles/view-xfinity-billing-history
While logged in, you can also access your Xfinity plan to check if there any promotional offers available for you to claim.
Have you looked at the additional pages on your bill to see if the charges are related to a promotional discount?
If you're on an older plan, there may data overage charges. Are you able to check your previous billing statements following the instructions above to identify the charges?
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