Visitor
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2 Messages
Wrong billing amount
My issue is the $377.18 bill that I was charged for internet and tv services. I used to work for Comcast, and when I retired part of my retirement deal was to continue my employee rate for three years (thank you!). I called Comcast in December just before that period ended, but the guy I spoke to could not tell me anything about it, and the employee rate continued through March. The only notice I received that it had ended was this bill for $377.18. The bill is for April 4 to May 3, but I changed my plan on April 1, so it should now be $70 (with autopay or $80 without ). However, after paying $80 on April 16) I still see $297.18 in the Xfinity app. I’ve spent over 3 hours on the phone , mostly on hold, talking to customer service, and sent an email to a lady in “Customer Experience at Comcast” in response to her reaching out. Everyone is very empathetic, but apparently unable to do anything. I would be most grateful if this could be sorted out.
XfinityJustinC
Official Employee
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2.2K Messages
5 hours ago
Hello, @knowcom thank you for reaching out over Xfinity Forums. I completely understand where you're coming from looking for clarification and assistance when it comes to a billing concern. We typically put notifications of when promotions are ending 1-2 billing cycles in advance on statements, but with you mentioning you were a previous employee that may not be the same scenario.
I appreciate all the detailed information, and it sounds like you made the change to your service after a bill had already generated, once that is done you will not see the prorated credits updated until the next statement. So this would be why you still see a carry over balance when logging into your account, only a manual credit applied by an employee reflects in real time balance update when logging in to your account. This is why recommend paying the balance on the account, and have the prorated credits there until they run out on the next statement(s).
I'd like to ensure your next statement will have the prorated credit, when logged into your account either online or through the Xfinity App, when going to "Manage Billing" > "upcoming charges" . Do you see that your upcoming charges reflect the prorated credits for the services that were removed?
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