Visitor
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2 Messages
Billing Dispute
My promotion expired in November and my bill went from $68 a month to $87 a month. I called and the agent said they would lower the plan to $60 a month and keep my same plan and give me a $27 credit. Next month I was charged $87.00 so I called again went through two agents and I was told I would be lowered to a $60 a month plan and keep the same unlimited plan I originally had. I was also told I would get a $50 dollar credit. Next month my bill went to $107 and at this point I was absolutely steaming. I was also told that I would get a email from Xfinity showing my $50 credit and that never happened. I called again this month and I was told that I was on a limited plan that’s why my bill was so high. I was definitely told that I would be on my same original plan, I would not have ever agreed to a limited plan. Last agent I talked to said my unlimited plan would be $60 a month and I would be credited $20. I’ve been lied to and can’t wait until Ziply gets there service completed. I am going to talk to the BBB and possibly our state district attorney.
EG
Expert
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115.9K Messages
2 hours ago
The concern is not "E-mail" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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2K Messages
46 minutes ago
Hello, @user_tryiq5 thank you for reaching out over Xfinity Forums and glad to see that our awesome Forums expert @EG was able to bring this to my attention. I completely understand where you're coming from, I'd be upset with the experience as well if I was in your shoes. I'd definitely like to investigate further and had a couple of questions when you have time to answer.
- When we make a change to service, an order approval is sent for review and returned as accepted if the order recap looks correct, did you do an order approval for the change to the new promotion?
- From experience, customers have let me know that they receive a notification after I've applied a credit, did you receive any notifications for any of the credits you had told you would receive?
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