Xfinity admit that there was a billing glitch on my account and is not fixed yet

I would like to address an issue with my billing amount.

I am enrolled in a 24-month contract plan with a monthly rate of $65 fixed.

However, I noticed on my most recent bill that I was charged $73—an $8 increase without any prior notice or explanation.

I contacted customer support via live chat and was informed that this was due to a billing glitch.

I appreciate that an $8 credit was applied to my latest bill to correct the overcharge.

However, I still see that the future monthly charge remains set at $73, despite being assured that the issue would be corrected.

As I am under a fixed-rate contract, I kindly request that my future bills reflect the correct amount of $65 per month for the remainder of the contract period till July 2026.

I would also appreciate it if this could be resolved permanently, so I do not have to request the same correction on glitch each month.

Thank you for your prompt attention to this matter. I look forward to your confirmation.

FYI : Transcript ID was 5544098508015

Responses

XfinityThomasB

Official Employee

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1.9K Messages

1 day ago

Hello user_ofl2sv

Are you on autopay? The reason that I ask is if you are on autopay, there is no way to adjust a current monthly amount once that is set in motion. The way the credit for the $8 would work is it is applied to your next monthly statement. You would see the next bill show up in your Xfinity user profile with that credit applied.

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user_ofl2sv

Visitor

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2 Messages

Yes, my next month’s bill has already been adjusted with an $8 credit, but I am referring to the future bills, which are still showing as $73.

If there is no way to adjust the monthly amount once it is set, then I don’t understand how it increased by $8 in the first place all of sudden this month.

I am requesting that future bills be corrected to the contracted rate of $65 not $73.

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1 day ago

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XfinityThomasB

Official Employee

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1.9K Messages

user_ofl2sv

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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

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

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1 day ago

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XfinityJustinC

Official Employee

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1.2K Messages

@user_ofl2sv I appreciate you sending the direct message with the requested info. I'll follow up with you there to continue to review the billing concern.

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

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1 day ago

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Billing

user_ofl2sv

Xfinity admit that there was a billing glitch on my account and is not fixed yet

XfinityThomasB

user_ofl2sv

XfinityThomasB

XfinityJustinC

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