1 Message
Urgent: Repeated Failure to Honor Agreed Plan Change and Billing Issues
Hi everyone, I’m at my wits’ end with Xfinity and could use some advice. I’m a single dad dealing with a lot, and this ongoing issue with my internet bill is driving me up the wall.
Back in February 2025, I contacted Xfinity because my bill skyrocketed. An agent named Prashath promised me a 400 Mbps plan for $45/month with a $30 credit for the inconvenience. He confirmed in writing that the change would take effect within 24-48 hours. I even gave him good feedback as requested. Weeks later, my bill was unchanged.
Since then, it’s been a nightmare:
- Another agent hung up on me. A different one promised a call from retention, but Joanna from retention never followed up after confirming Prashath’s mistake.
- Agent Aisarmohi and his supervisor promised the same $45 plan, backdated to February, with overpayment credits. I paid $200 to keep my connection, but nothing changed.
- Finally, Raymond from the loyalty department and his supervisor, James, said the plan “doesn’t exist” and offered no solution. Every agent kept pushing phone lines despite me saying no.
I’ve saved all chat transcripts as proof. My bill keeps piling up, and I’m still on the wrong plan. Has anyone dealt with this kind of runaround? How do I get Xfinity to honor the plan they promised multiple times? Should I file a complaint with the FCC or BBB? Any tips would be appreciated!
TL;DR: Xfinity promised me a 400 Mbps plan for $45/month since February 2025 but never applied it despite multiple confirmations. I’m overpaying and getting nowhere. Help!
XfinityRaf
Official Employee
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946 Messages
2 months ago
Good afternoon @savetigers. Thank you for taking the time to report your recent experience trying to correct your billing, and getting a promotion added. If you could send our team a direct message with your full name and full address, we can check to see what options we have to assist you.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message 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 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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ri0tXgrrl
Visitor
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1 Message
1 month ago
Been having the same issue for months now. I’ve saved every chat as well, requested chat ID numbers, and my bill hasn’t changed, despite each agent informing me that I’ll see changes in my account within “2-3 hours.” I’m exhausted from having to spend hours of my day trying to get a hold of someone to fix this issue. At this point, I’m considering seeking other internet providers.
(edited)
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