M

Visitor

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5 Messages

Wed, May 12, 2021 5:14 AM

Wrong bill 4th month in a row

I am receiving a wrong bill 4th month in a row. I keep contacting the customer service, they fix the issue every month manually, and then it happens again next month. Is there a way to fix the issue once and for all? Talking to the customer support and explaining them exactly the same issue for an hour every month is now quite frustrating.

Responses

Accepted Solution

Official Employee

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106 Messages

1 m ago

Hi, @mncsb! Thanks for letting us know you're having issues with your bill. I can imagine how frustrating it must be to call four months in a row to get this fixed. I'd like to look into your bill and account. Can you please click the Peer to Peer chat icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first and last name so we may further assist you.

Visitor

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5 Messages

I am still in the chat window, but no one responds there for 20 minutes already.

Visitor

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5 Messages

1 m ago

I am adding all the information here, so I wouldn't need to type everything again and again every month.

Back in November 2020 I signed up for a plan to pay $35 a month for the next 12 months (till November 2021). There weren't details, but what I can see in the first bills that in reality it was a $55 plan, but there were two discounts applied – 1) $10 for a 12-month subscription (promo), 2) $10 for paperless & auto-payments – $20 discount in total. That's how it was becoming $35.

Plus I rent a WiFi router, which costs me $15 a month. So, in total I was supposed to pay (and had actually paid for a few months) $50 a month.

Then, something went sideways in your system, and the paperless / auto-payment discount disappeared, and my total bill became $60 instead. I reached out to the customer support, they confirmed the error, provided a $10 discount to fix the bill that month, and promised that it would be fixed going forward. It wasn't, and the next month I received a $60 bill again without a discount for paperless / auto-payment. I reached out again. This is the 4th time (month) when I receive the wrong bill, the issue is not fixed, and I am reaching out again.

Again

Expert

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25.8K Messages

@mncsb

While you're disputing this make sure that you pay the amount on your billing statement and not the amount you think you owe, otherwise you rack up late fees.  It's easier to get a reimbursement for those late fees than you think.

You should also follow @ComcastBianca's request to send a peer-to-peer chat so that this can be taken care of as quickly as possible.

Visitor

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5 Messages

You should also follow @ComcastBianca's request to send a peer-to-peer chat so that this can be taken care of as quickly as possible.

I did. I have been hanging there for about 1.5 hours already.

Visitor

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5 Messages

1 m ago

I wanted to confirm here that the issue appears to have been fixed now. I hope nothing is going to change going forward.

Official Employee

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101 Messages

Just to reiterate, your bills are come in as they are now, you will only see a credit of $10.01, not $20.01. So what I did to make sure you receive the missing $10 credit, is I uploaded your account ahead of time $60. This is that $10 credit for each month remaining in your promotional period, which is 6 months (including this current month). Does that make sense?

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