Visitor
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3 Messages
Xfinity bill does not match order confirmation
Hello. I entered into a 2 year agreement with Xfinity for internet service, and the billing amount for the second year (months 13-24) does not match what is showing up on our bills. I talked to customer service billing department but they were unhelpful and said there is nothing they could do, despite agreeing that the system was calculating my bill incorrectly. Based on the original order confirmation on my account, I am getting billed $10.99 more per month than I should be, which adds up to a lot per year. Can someone please explain this?
EG
Expert
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106.3K Messages
2 years ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityArmand
Official Employee
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1.8K Messages
2 years ago
HI there @user_1f8c78! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum. We are so happy to hear from you and want to help out in any way that we can with your billing. No worries! You have reached out to the right team, and we are going to get things squared away for you. It sounds like changes in service may have been made far into your billing month and your billing statement was cut before the changes were made. Changes are most likely going to be on the following statement. So that we can take a closer look and confirm that for you, please feel free to shoot us a private message so that we can get started.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" 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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XfinityArmand
Official Employee
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1.8K Messages
2 years ago
Thanks so much for taking the time to shoot us a message today. We can take a closer look at this for you. If changes to your account were most likely made mid-cycle, the changes are will not be on the following billing statement, depending on the date of that statement. However, they for sure will be on the following statement. Depending on the date of changes, it can take a full billing cycle to be reflected on your billing statement. So that we can confirm that, can you please confirm your full name and complete service address for me?
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XfinityArmand
Official Employee
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1.8K Messages
2 years ago
Our apologies. We are glad to take a closer look. We will follow up in private chat.
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