Visitor
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7 Messages
Upgraded to 2 Gig; Don't Understand Last Two Bills
Hello. I upgraded to 2 Gig internet on 5/31, and my last two invoices do not look correct to me:
(1) The partial charges don't seem to align (I think one includes $10 auto pay discount and the other does not),
(2) I started getting charged an unreturned equipment fee (a credit may be in the works for that but uncertain how much; the equipment was returned to an Xfinity store on Saturday),
(3) The last month/this month/next month chart is confusing (makes it seem like the discount is going away next month)
Is it possible to verify I was billed correctly and will be billed correctly going forward?
Thank you.
XfinityJustinM
Official Employee
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912 Messages
17 hours ago
Hi @schwisky,
Thanks for trusting our team to assist you with this concern of yours. We would be more than happy to make sure that you were billed correctly, and we'll make sure that you leave us with a full understanding of your bill. We'll need to gather some additional information to locate your account, let's move over to our secure direct message channel. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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XfinityJamesC
Official Employee
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3K Messages
15 hours ago
Thank you for sending us a direct message, so we could look into this for you, @schwisky. We were able to determine that part of the billing differences were from partial charges that being adjusted from the middle of your billing cycle, as you suggested, but the unreturned equipment fees were the most significant addition to your most recent bill. We were able to confirm the equipment has now been removed from the account, and we were able to reverse all of those charges, bringing your bill back down to where it should be.
I really appreciate your efforts to get this sorted out, and I'm glad we were able to account for everything. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.
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