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user_gikouq
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Wednesday, January 10th, 2024 2:47 AM

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Xfinity over charging and won’t honor promised bill price

Xfinity did not notify me that my promotional price was ending and have been charging me $111 a month for the past few months. I have been dealing with them for over a month stating that they will be fixing my bill. It never gets fixed. Last Friday 1/5/2024 the person on the live agent chat stated that they would only charge me $20.07 and this would be reflected on my end within 24 hours. Shocker. It was not and they tried to charge my card $225. I just spent 2 hours on the phone with them being transferred 5 different times for them to tell me this conversation does not exist even though I have screenshots of the total I was supposed to be paying. Their resolution was to go into the store. [Edited: "Language"] I am about to cancel all of my services with them. 

Question

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Updated 

1 year ago

 • Edited

319

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EG

Expert

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110.1K Messages

1 year 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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XfinityKei

Official Employee

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1.4K Messages

1 year ago

Hi @user_gikouq I am sorry for how your experience has made you feel. As a friendly reminder our Xfinity App is free to download, and you may view the last two years of your bills. It's the best place to locate the end date for your promotion. I am happy to review your bill in more detail to see what options we have to lower your bill. 

Can you please direct message me your first and last name along with your full service address?
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

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user_turbla

4 Messages

1 year ago

Spent all day on the phone and on the below advise to just "chat" with a digital care team. They have been charging me for a Premier Double Play for two years and now that thats over my bill is almost $300! Have never had what was supposed to be included in this plan including the peacock premier. They "say" that I do have it and I know that I have been watching my first program ever on Peacock that I ask through the search mode on my TV with xfinity. Always, the 50 to 60 minute commercials that are Not peacock premium. They keep saying that I do have it and I know I do not! Dont get me started on how slow my 1000 Gigibit internet is.... On and off all the time and most of the time slower than slow...

And no I am Not going into one of their stores! Wow!

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XfinityJeniece

Official Employee

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3K Messages

Hey there, @user_turbla thanks for reaching out through Xfinity Forums regarding your account concerns. We want to ensure all of your concerns are resolved. We have a few offers available that include Peacock Premium, however, there are still ads with this offer. Peacock Premium Plus would be an additional charge each month. Here is a link to view those plans, https://www.peacocktv.com/plans/all-monthly. Regarding your speeds, I would be happy to help you with troubleshooting and I would also be happy to help you with your billing details. 

 

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.

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

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user_turbla

4 Messages

And again this is how their staff are trained to answer or can a sat Not answer question. The person. Responding to my real response has No idea what came/comes/is included in the “double play” that is stated exactly on my big bill now or on their web sight. What respond when you font know..,because they Can! 

1 year ago

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XfinityDena

Official Employee

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3.2K Messages

@user_turbla I understand the frustration when trying to watch content. Have you looked at the link: https://www.xfinity.com/support/articles/peacock-manage-subscription to assist you with managing your Peacock subscription?

 

Per your internet speeds, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? Are you testing the speed while being hardwired to the modem with an ethernet cable? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs! If you have our Gateway you can test the speeds to the Gateway using the Xfinity app (https://www.xfinity.com/support/articles/test-speed-to-gateway-xfinity-app) 

 

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

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user_bj4eb0

10 Messages

1 year ago

I am having the same experience too.

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user_turbla

4 Messages

It is happening to every person that I know in my local area. No joke! I wonder how many years they have been doing this….probably even before the “covid fog”

Xfinity is just one of the many major money making companies taking advantage of people and their trustworthiness that they are supplying what you are paying for…. Criminal mischievous if you ask me.

Most people will never know and just pay their bills.

the

The people that do notice are smart enough and/or have the time to notice the this company (and others) know that most of them will Not say a word and these types of companies bank on that.
If you do speak up, they will say “no,no” you are wrong even and they have a big chance that you will pay up to “make them go away “

Reminds me of a bully move…  

1 year ago

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Again

Expert

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31.4K Messages

1 year ago

@user_gikouq 

Xfinity did not notify me that my promotional price was ending and have been charging me $111 a month for the past few months.

Xfinity does notify customers of bill changes - in the notes on the billing statement.  The onus is on you to read that statement beyond what you owe and when it's due. 

Also, you should never not pay a bill in dispute; once the dispute is resolved you would get a refund to your account.

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user_turbla

4 Messages

1 year ago

I did not receive a statement and that is s just part of the problem here. I was just calling to make sure about the extremely high bill. I found the rest of it out by your staff on the phone, chat, and actually printing out my online bill to look at the fine print. You all told yourself as I spoke to four different staff members including supposedly two managers. Not..just sells men trying sell me that I DO have peacock prime and all the stuff I’ve been pasting $1000s of dollars for over the years. 
I know TV lol

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