Xfi complete is being double charged

Hello, I am trying to upgrade my internet speed from fast to superfast but every time I try to checkout, my Xfi complete price goes from 25/mo to 50/mo, I have no idea why this is happening and its very frustrating cause all I want to do is upgrade my internet speed. Thank you to whatever agent helps.

Responses

XfinityAldrik

Official Employee

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2.1K Messages

1 year ago

Thank you for reaching out to us on our forums @user_xuhwey! That is a very strange issue to have occur when making changes online. Are you able to complete the order with the Superfast promotion you found and see if the xFi Complete still shows as $50.00 after making the changes?

If it does go to $50.00 our team can certainly help take a further look.

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user_xuhwey

2 Messages

I completed the order from fast to superfast but I have not gotten a confirmation email so i'm not sure if the order even went through. However, when i went to complete the purchase, the monthly bill went from 279.94/mo to 314.94/mo. The order number is 2312213239597509. Thank you for your response Aldrik!

1 year ago

0

XfinityAldrik

Official Employee

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2.1K Messages

You’re welcome @user_xuhwey! Could you please send our team a direct message with your full name and full address? With the order completed, I can definitely take a look and make sure xFi Complete isn’t being charged for $50.00. To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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1 year ago

0

XfinityJohnG

Official Employee

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1.7K Messages

Awesome, I am glad that will work for you. With the Holiday it may take a week for that modem to arrive. Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

Billing

user_xuhwey

Xfi complete is being double charged

XfinityAldrik

user_xuhwey

XfinityAldrik

XfinityJohnG

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