Billing discrepancy for account: [edited]

I'm writing to document a discrepancy between commitments made in a chat with agent Muskan on 6/23/2026 and the charges reflected on my most recent bill (billing date 7/9/2026, account [Edited: "Personal Information"]

What was agreed on 6/23/2026:

- At 1:16–1:17 PM, I asked to lock in a rate of $70/month for a multi-year term, and agent Muskan confirmed the 500 Mbps plan at $70/month.
- At 1:35 PM, when I asked for the excess charges already billed to be refunded, the agent confirmed the bill would be prorated and adjusted.
- At 1:48 PM, after the $70/month rate was already agreed, the agent stated I would receive an ADDITIONAL $10/month discount — described as a "loyalty discount" — stacked on top of the $70, to be applied directly to the bill.
- At 1:52–1:53 PM, I asked the agent to confirm this would result in a bottom-line charge of $60/month across the full term. The agent replied: "Yes, that's right."
- At 1:54–1:55 PM, I asked whether this would be reflected once the overcharges were corrected. The agent confirmed: "Yes, correct."

What my current bill shows:

The bill dated 7/9/2026 (service period 7/14–8/13/2026) shows the 500 Mbps plan at $70/month net — made up of a 60-month "Guarantee Discount" of $15 plus the standard $10 automatic payments discount. There is no separate $10/month loyalty discount applied. Based on the sequence of the 6/23 chat, the Guarantee Discount is the mechanism that delivered the multi-year $70 rate I asked for at 1:16 PM — it is not the additional loyalty discount introduced afterward at 1:48 PM. My account should be billed at $60/month, and it is currently billed $10/month higher than that.

What I'm asking:

1. Apply the $10/month loyalty discount confirmed by your agent on 6/23 at 1:48–1:53 PM, bringing my monthly rate to $60, and confirm this in writing.
2. If your position is that the Guarantee Discount and the loyalty discount are the same commitment, please explain that basis, since the chat transcript shows them introduced separately and additively.
3. Confirm the status of the retroactive credit for the period I was overcharged while on the higher-tier plan I did not request, which the agent also committed to on 6/23.

I have the full chat transcript from 6/23/2026 available if needed for reference.

Thank you.

Responses

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XfinityAmandaB

Official Employee

•

3.3K Messages

4 days ago

tanaats Thank you so much for reaching out for help with your recent repackage and loyalty offer. We appreciate the chance to help, but there may have been some confusion with the offers. Our loyalty discounts at any level are not able to be combined with a promotional discount. If a loyalty credit/discount is available, it is only available until a change is made/or a new promotional rate is active on your account. With that, it would not have been included in the terms and conditions that you approved for the promotion change. I apologize, but since you already accepted a new promotional offer, we would not be able to add the loyalty discount in addition to the discounts already being received with your promotional rate.

I like to advise customers when discussing loyalty offers that it is one or the other, not both. I apologize for any confusion that this may have caused, and it is a big reason we advise customers to fully review their order details before approving, so things like this can be discussed. If anything is ever off from what is discussed, we advise not accepting the offer since once a new offer is set up we are not able to go back to an old offer. I would be happy to review additional promotional offers with you if you would like to make sure you are on the best option available, but we would not be able to apply the loyalty discount on top of your promotional rate.

tanaats

Visitor

•

2 Messages

I relied on the word of your agent, your agent can't lie to me about something and then Xfinity says "gotcha" because I didn't detect the lie.

4 hours ago

XfinityGabriel

Official Employee

•

3.4K Messages

tanaats,

I completely understand why you'd feel that way, and I sincerely apologize for the frustration. If you were told by an agent that your monthly rate would be $60 and that information influenced your decision to make changes to your account, I can appreciate why seeing a different amount on your bill would be disappointing. While we've confirmed that loyalty discounts generally cannot be combined with a promotional offer, I do understand that your concern is that the discounts were presented to you as separate and additive during that conversation. We certainly never want our customers to feel they were misled or given inaccurate information.

We'd be happy to take another look at the interaction and review the commitments that were made. If you'd like, please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, so we can review the account and the details of the 6/23 conversation more closely to determine whether any additional action or clarification is available.

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4 hours ago

Customer Service

tanaats

Billing discrepancy for account: [edited]

XfinityAmandaB

tanaats

XfinityGabriel

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