Visitor
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1 Message
Billing increased from $45 to $95 in two months
Xfinity charged me for an Apple Watch service that never worked for over two years. I contacted them twice last March to resolve the issue, and they offered me $45 monthly home internet for five years. Last month, I changed my debit card to a credit card for automatic payments, yet they increased the fee to $55. They claimed that the credit card could purchase anything, but if people don’t have good credit with the bank, how can they set up auto payments? How can they still have the credit card? The credit card is meant to protect against fraud, yet Xfinity charged me $95 for a contract that was supposed to be $45. As a loyal customer since moving into this apartment, I believe they don't care about me. I called the online service today; the agent said he could reduce it to $70. He also mentioned he couldn’t see anything on the Xfinity website and didn't have access to his own company’s website. What does that mean? You work for Xfinity and don't know your own online offers? This is horrible customer service—something I’ve never experienced with other companies.
XfinityGabriel
Official Employee
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3.5K Messages
8 hours ago
Thank you for taking the time to share your experience. I can certainly understand how concerning it would be to see your monthly rate increase from what you were expecting, especially after being told you would receive a specific promotional rate and after being a loyal customer for several years. I sincerely apologize for the frustration this situation has caused. Regarding the increase after switching your Auto Pay method, certain promotions may provide different discount amounts depending on whether Auto Pay is set up with a bank account or a credit card. However, I would want to review your account details to determine exactly what caused the change from $45 to $55 and then to $95, rather than making any assumptions. I also understand your concerns regarding the Apple Watch service and the information you received from our representatives. I apologize if the explanations provided were unclear or left you feeling that your concerns were not being addressed. That is never the experience we want for our customers. Would you mind sending 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.
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