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user_e4fdc5
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4 Messages

Friday, March 28th, 2025 8:05 PM

xfinity billing

I'm a senior on a fixed income so last month I called up xfinity with help lowering my bill. The agent was super helpful and worked with me to change me to  another package and also gave a 6 month discount credit. 

I received an order confirmation dated 2/18 for updated services for Internet/TV & Voice totaling $158.56

My first adjusted bill was $168.55

My upcoming bill is showing $194.18

I reached out to the 1-800 support and have been literally ARGUING with the representative about what was offered to me and what I agreed to. I explained to her the order confirmation I received and now they are saying that was for one month.

That's incorrect - this is a monthly service, changes applied are to be ongoing. I am so upset right now that I have spent at least 2 hours on the phone trying to resolve this and being told that I'm wrong, or I'm confused, or that I misunderstood the last representative. 

I know exactly what I agreed to and the order confirmation in writing verifies that. I've even attached it below: 

I need someone to resolve this now before the next auto-pay posts or I will be forced to cancel this service because it is out of my budget. 

Question

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Updated 

20 days ago

 • Edited

39

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XfinityThomasD

Official Employee

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1.3K Messages

2 months ago

 

user_e4fdc5 Thank you for posting on our Community Forums. On the most recent statement, is it showing the outline of the bill with any prorated adjustments for the old plan and the new plan?

 

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user_e4fdc5

Visitor

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4 Messages

Hi Thomas - 

To be honest, I don't think they ever put my change through because it is showing regular monthly charges of 182.19 + 11.36 

When I log into my account - the landing page shows "There’s a pending order on your account" 

But I completed everything over the phone on that call on 2/18. 

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2 months ago

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XfinityEmilyB

Official Employee

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2K Messages

@user_e4fdc5 Thank you for keeping us posted so we can continue working with you. I'm sorry for the confusion and frustration surrounding the order and I'll do everything in my power to make things right. My team will take ownership of this concern and stick with you until we reach a resolution together. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can help. 

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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2 months ago

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user_e4fdc5

Visitor

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4 Messages

20 days ago

Hello - this hasn't been resolved - I am seeing that my bills continue to come in for $194 for the last 3 bills. I have been contacting xfinity for months to resolve. I have provided the order confirmation that was never applied to my account. 

I need to be refunded for the amounts overcharged and my bills needs to be modified going forward. 

I am tired of calling and emailing each month and getting no resolution, what is going on? I'm going to cancel and switch to verizon. 

1

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XfinityKei

Official Employee

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1.5K Messages

@user_e4fdc5 We can resolve your bills concerns. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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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20 days ago

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