Was lied to about 5 year plan

Question

Hello,I am reaching out to get help from the corporate digital care team regarding a promotional billing issue on my account. When I originally signed up for my service, I was explicitly told by the sales representative that I was being placed on a 5-Year Price Guarantee lock.My rates recently spiked, and upon checking the PDF statements of my older bills, I discovered that the system backend actually applied a 1-year promotional discount instead of the promised 5-year plan.Because standard phone support is unable to modify contracts or pull historical signup interactions, I am posting here requesting that a specialist pull my original signup interaction logs, transcripts, or call notes from approximately 13 months ago. I was promised a 5-year price lock and would like Xfinity to honor the verbal agreement made by the sales agent.Please let me know how I can securely send my account details to get this escalated and reviewed. Thank you.

EG · Answer

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

XfinityMartyR · Answer

user_de9wtk Thank you for reaching out to our team over the Xfinity Community Forums! We completely understand your concern. However, members are responsible for reviewing their billing statements to ensure their services, pricing, and promotional discounts are reflected as expected. Under the Comcast billing dispute policy, charges or requested billing credits generally need to be disputed within 120 days of the date of the bill. Because the promotion in question was applied approximately 13 months ago, we cannot guarantee that an adjustment or promotional change will be available. Do you recall which team you worked with that applied the original promotion?

Billing

user_de9wtk

Was lied to about 5 year plan

EG

XfinityMartyR

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