Visitor
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17 Messages
Why is my bill not updating
I was going to cancel my home internet service today after the bill went up to a price I can't afford. I spent almost an hour on chat with a rep who offered me a "manager promotion plan" that brought my bill to an amount I can afford. They told me I would get multiple discounts to achieve the affordable pricing and it would update within an hour or so of me agreeing to the new service plan.
It has been well over 3 hours now and I'm still being shown the too expensive price and it's going to auto-charge me in a week. I cannot afford this price.
When is it going to update?
If it doesn't update before the auto charge, I will have to cancel my internet, like I originally tried to do until they talked me into a cheaper plan that I CAN afford.
XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
Hello, @user_ML. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance in regard to your billing concern. I wanted to ensure I'm getting the proper expectations set up for you in regard to billing updates.
If your current statement has printed, and you make a change to your service in the middle of a billing cycle. The new promotion will take effect the day the change was made and updates overnight, but your billing amount won't be updated until your next bill prints out. The next statement will have a prorated credit for the higher billed amount, but your balance that printed on your current statment will be the amount that is taken for autopay.
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XfinityJustinC
Official Employee
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1.2K Messages
1 year ago
@user_ML From experience, even when I've seen credits post to balances during the middle of the billing cycle, and you're able to see the information updated when logging in online or through the Xfinity App the printed balance is what is taken out for auto-pay.
We should definitely be setting up the proper expectations of when you would see the credit applied during the middle of billing cycle and auto-pay set up. With the prorated credit on the next billing cycle, not only will there be the new promotion pricing the credit for the difference of the previous pricing will make next month's statement even lower than what you would normally see.
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user_auexjs
1 Message
1 year ago
I'm going through the same thing. Did it resolve? I'm in to month 2 of the old bill still showing in the app and the money is about to come out in 2 days. Not sure what to do.
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user_e61sgo
1 Message
1 year ago
Same here. I canceled my TV, but it's still showing my old bill. It should be $60 less because my pro-rated rate would be less 2/3 of $90.
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