Incorrect Billing

I am being charged the regular bill amount even though I am enrolled in autopay which should be giving me the $10.00 discount. I contacted the salesperson who I worked with; he "re-enrolled" me in autopay, but I still got another email message saying "Your bill is due today, either pay it or enroll in autopay" - so I again RE- enrolled in autopay. The system sent me an email acknowledging I was enrolled in autopay, asking me to update my payment method - which I did.

Then when the payment went through, it still charged me the 'non autopay' amount.

Please advise how to fix this.

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XfinityBillie

Official Employee

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4.1K Messages

2 hours ago

@user_du2qj5 Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand the concern is that you had been billed without the $10.00 autopay and paperless billing discount. Just to clarify, did the automatic payment work this time? That $10.00 discount can take up to 45 days to apply and does require one automatic payment to be made, as well as remaining enrolled.

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user_du2qj5

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3 Messages

My first bill last month was at the correct autopay amount. I had already signed up and enrolled in autopay when I started this account and the first month was billed correctly. So yes, there already was one autopay.

This month is my second bill and no it was NOT charged at the correct autopay amount. Even though I enrolled in autopay when I first signed up for this account, and was correctly charged on the first bill, somehow that autopay enrollment disappeared from the account in the middle of the month.

I spoke to my representative a few days ago and he re-enrolled me in autopay - when I look at my account information online it also shows me enrolled in autopay, yet I was still charged the non-auto pay amount on this current bill.

(edited)

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2 hours ago

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XfinityBillie

Official Employee

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4.1K Messages

@user_du2qj5 I'll need to take a look at the account specific details in order to better assist you and see if I am able to adjust that $10.00 discount as a one time courtesy. Please send us a DM to Xfinity Support with your full name and address to get started.

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2 hours ago

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user_du2qj5

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3 Messages

thanks, DM has been sent.

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2 hours ago

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Customer Service

user_du2qj5

Incorrect Billing

XfinityBillie

user_du2qj5

XfinityBillie

user_du2qj5

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