Formal Complaint, Xfinity Billing Errors and Unresolved Escalations Since July 2, 2026

Since July 2, 2026, I have contacted Xfinity more than ten times about billing errors on my account, and nothing has been resolved.

On July 2, I accepted a loyalty offer to reduce my service from 600 Mbps to 300 Mbps for $40 per month for one year. I specifically asked if my bill generated for that period would be corrected before AutoPay, and I was assured it would be.

Between July 2 and July 15, I called four times because my account never reflected the $40 rate. Each representative told me the correction would appear. One told me to check on July 14 because the fix would show within ten days. It never did.

On July 15, I sent a detailed written complaint and never received a response.

On my fifth contact, I was told for the first time that bills cannot be corrected after they are issued, which contradicted what I was told on July 2.

The same representative told me I only owed $15.52, then confirmed AutoPay would withdraw $74.00 on July 21. When I said AutoPay is a condition of my promotion, he told me to disable it and pay a lower amount than my invoice showed.

AutoPay never withdrew anything on July 21. I manually paid on August 8 to avoid a late bill.

On August 10, I called twice. The first rep complained it was early in his shift and I was his first call, with heavy background noise throughout. He told me to disable AutoPay and enroll again, then put me on hold for 15 minutes, came back and asked how my day was and what the issue was, then disconnected after 45 minutes.

The second rep on that same day confirmed she saw eight prior representatives and chats on my account since July 2. She apologized but could not explain the billing error, told me to disable AutoPay, wait 3 days, enroll again, and call back. She said she would adjust my bill and I would get email confirmation within 24 hours. No confirmation arrived, and my bill still shows $50 instead of $40

I also completed a survey and received a callback from a representative who told me he could only record my feedback, not resolve it. Since then I have received three more survey emails with no actual help.

I am requesting that my service be upgraded back to 500 Mbps or 1GB speed at the $40 monthly rate to reflect the original promotional offer I accepted on July 2, since the billing errors have now consumed weeks of my time and I would prefer the service I originally qualified for rather than continued troubleshooting.

next actions will be filing the FCC complaint and the BBB complaint this week.