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user_mr43uy
1st Topic

Visitor

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5 Messages

Sunday, June 21st, 2026 8:30 PM

Upset

Via a chat encounter I experienced an agent blatantly lying to me to attempt to upsell me. I am trying to reduce my bill secondary to money being very tight. The agent also said he would credit me my $10 discount for being enrolled in auto pay. Which I am supposed to be receiving anyway. And I was not credited. 

How to I reach with an agent who can help me with these problems so I don’t have to cancel my service, please? 
Thank you 
Rebecca

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Updated 

60 minutes ago

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EG

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118.6K Messages

1 hour ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityDilary

Official Employee

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3.4K Messages

1 hour ago

 

user_mr43uy I’m really sorry to hear about your experience. That’s definitely not the level of service we want for you, especially when you’re trying to lower your bill. I understand how frustrating that must be. I’d like to take a closer look at your account to review the autopay discount and make sure everything is applied correctly, as well as go over the available options to help reduce your monthly cost. We can definitely work together to find the best solution for your situation. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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_mr43uy

Visitor

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5 Messages

I really appreciate your response. Unfortunately, I’m not seeing how to direct message. From what I can tell, I am signed in, but is there something else I have toclick on before doing a direct message?

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1 hour ago

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XfinityDilary

Official Employee

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3.4K Messages

 

user_mr43uy. Yes. There should be a chat icon in the upper right-hand corner of the page. Next to the bell icon and Xfinity logo. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 hour ago

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user_mr43uy

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5 Messages

Hmmm. I’m seeing a teal circle with a U in it at the far upper right  and right next to it is a small chat icon that is squarish but when I click on that, it opens up search for a conversation  then there’s the word Xfinity then there is offers and then Support to the far left. I’m on a mobile device if that makes a difference?

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1 hour ago

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XfinityDilary

Official Employee

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3.4K Messages

That square icon is the correct one, user_mr43uy. Are you able to Click the "New message" (pencil and paper) icon? From there, Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line. If not, maybe using a different device would help. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 hour ago

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user_mr43uy

Visitor

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5 Messages

Ah ha!! Yes sorry I do see that now. working on that now

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1 hour ago

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