Customer Service Email Address

     In December I renewed my 2 year contract over the phone with Comcast.  It was for internet, cable, and home phone.  I was told service would be exactly the same as in lots of previous years.  In April received a letter saying I was receiving more DVR storage hours and recording times that my plan allows due to a comcast error.  But I could retain all my DVR  benefits for an additional $10 a month.  I called in April and was told that they were "escalating" my concern.  After 10 days called back and spoke to customer service rep.  who said I had been in a "legacy" package for a lot of years.  The package was no more but I should be Grandfathered in.  She gave my info to a supervisor who then called and said.  "Over the phone in December I approved the new package"  Basically I got 4 months of extra DVR benefits that I wasn't suppose to.  I argued that I only approved the same package as previously contracted.  The new package" Simply One" or the word "Legacy" was never mentioned.  He said basically "too bad, you're screwed"  But I can pay additional $10 to retain all the benefits.   Horrible customer service.  They keep removing channels and services but offer them back to you for additional $5 - $10 a month.  I don't understand how they can change a contract - even admitting it was their error - in the middle of a contract.  They should notify me in writing that upon my next contract renewal that changes will be made or additional charges may apply and give me they choice of staying with the new package or changing.

@user_466d6f Hey there! Sorry to learn about the experience. When there are older services on the account and then changes are made it can get a bit complicated with keeping everything the same. We would be happy to try to make this right for you. Please send us a private message with your full name and service address. You can do that by visiting the chat icon in the top right-hand corner. Then search for Xfinity Support. 

Hi, dennick1. You're welcome to create your own post and include screenshots of the emails (omitting and personally-identifying information) or you can create a post about the nature of what is going on between Netflix and your internet, plus what your questions/concerns are. Either way you prefer, we will respond to the post to help out. Thanks!