Visitor
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1 Message
Refund for services added and service removed fee after plan upgrade
I currently have a home internet plan of $35/mo (150 mpbs) and after talking with live agent, I switch to the new plan of $55/mo (500 mpbs). However, when I check my upcoming bill for the new plan, there is partial charges of $4.51 (services added fee of $16.93 and services removed fee of $12.42). In the order confirmation email, I am promised to only pay $55/mo instead of $59.51. I would like to request the refund of $4.51. Please help me with this issue, thank you kindly.
XfinityJamesC
Official Employee
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2.5K Messages
4 hours ago
Greetings, u/user_u82os9! Thanks so much for taking a moment out of your busy day to leave a post on our community subreddit about these billing issues. You have definitely come to the right place for assistance.
All of our billing is done in advance. If you received a bill for $35.00 last month, it would have been to cover 30 days of service that started after the bill was issued. When you upgrade your service in the middle of the billing cycle, you are not immediately charged the higher rate to cover the rest of your current billing cycle. Instead, the additional charges to cover that last part of your billing cycle (from the day you upgraded to the day your next bill goes out) will be added to your next bill, making it slightly higher than your new rate.
Based on the figures you shared, I'm guessing you upgraded your service around the 20th day of your billing cycle, causing the last 10 days (roughly 1/3 of the month) to be billed at the new rate. The $16.93 that was added is approximately 1/3 of your new $55.00 rate, and the $-12.42 that was removed is approximately 1/3 of your old $35.00 rate. Your next bill after this one should be back to the new $55.00 rate you switched to. I hope this helps. Please let me know if you have any questions.
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