Retention help!

@XfinitySheila​ hello I’m having issues with my internet plan

Hi there @Chellasoto1982. I am sorry to hear you are having troubles with your Internet plan. May I have you provide us with more details on what is happening?

A few months back, I received a notification I was about to run out of data and may receive overage charges. I thought I had signed up for unlimited to begin with. I called and the agent assured me that I wouldnt be charged and that he would sign me up for unlimited data. They did in fact charge me $100 installation fee on internet I had for over a year. My internet became very slow and unreliable. My family and I became very unhappy with the service. I was a very loyal customer, paying my bill on time every time but once this happened I didn’t want to spend my hard earned money on something I was not happy with. Every time I attempted to call/chat with xfinity support it’s a headache and I seem to never get anywhere. Lots of promise with nothing to show for it in the end. 

@Chellasoto1982

Thanks for clarifying,  as a customer myself who has teenagers I know how important it is to monitor my data usage, being that I have teenagers I did have unlimited data so I don't have to deal with the stress of monitoring my data usage.

Let's take a deeper look at your account because it depends on when you added the unlimited data and when the data charges were added to your account.

You did mention $100 installation fee but I think you meant $100 data over usage charge.

You can view your detailed bills via this link https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill as it will show you what month you were charged for the data overage and you can also check your bill to see when the unlimited data was added.

 But go ahead and send me a direct message and i'll look into this further for you. If you could please send our team a direct message with your full name and full address,

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it