Senior on Limited Income — Lower My Bill & Credit My Account or I Will Cancel

I am a senior citizen on a limited income, and I’m beyond frustrated with the way I’ve been treated by Xfinity.

My bill was raised by $50 and is now $185/month, which is completely unaffordable for me. I have been trying to contact someone for over six months to either cancel my service or get this bill adjusted, but your customer service has been the absolute worst.

The chat is always unavailable, and the “schedule a call” feature never works — it always shows an error. I have no way to get through to a live person.

At this point, I’m not just requesting the $50 increase be reversed — I expect additional compensation as a courtesy, given the time and stress I’ve spent trying to resolve this. I also expect a credit for the past several months during which I attempted to cancel or negotiate this bill but was unable to due to your inaccessible support system.

If this is not addressed immediately, I will be canceling my service and filing a complaint with the Better Business Bureau.

Please respond so I can continue this privately via direct message. I will provide my account details once contacted.

I am extremely disappointed and expect prompt resolution.

Sincerely,
A longtime Xfinity customer
(Senior on fixed income)
Account details available via direct message upon request

Responses

XfinityOrlandoM

Official Employee

•

2.1K Messages

2 days ago

@user_7toz0u

Thanks for reaching out to us. As a customer myself I'm always concerned with my bill, this link https://www.xfinity.com/support /articles/viewing-your-bill-online-ecobillis a great self service tool to be able to view your last 12 months of detailed PDF billing statements. This will give you access to the details of your plan and what changes may have occurred such as possible discounts that you had on your plan or any price increases that may have came with our services.

I'll be happy to go over your account to see what changes have occurred and help you find the best price for the services you love and need!

Please send us a direct message including your first and last name and your complete service address.

Here's the detailed steps to direct message us:

Click "Sign In" if necessary
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message

(edited)

user_7toz0u

Visitor

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2 Messages

@XfinityOrlandoM

Thank you for your reply, but I want to be very clear:
I am fully aware of how to view and understand my bill. That is not the issue.

The issue is that for months, I’ve encountered constant roadblocks trying to get in touch with customer service — across every channel.

The chat is never available.
The “schedule a call” feature never works and always shows an error.
I have requested callbacks multiple times, and no one ever follows up.

Because of this, I have been completely unable to speak with anyone about the $50 increase on my bill — which I now understand is from a promotion being removed. I never agreed to that increase, and I was not given a chance to address it due to the failure of Xfinity’s own support systems.

As a result, I’ve been forced to overpay for six months without any recourse — despite repeated, good-faith attempts to get help. This is not acceptable.

I am expecting:

A reduction in my monthly bill,
And credits for the months I tried and failed to resolve this issue — through no fault of my own.

This isn’t just a billing issue — this is a customer service failure that has cost me both time and money. I would like to continue this in direct message and expect a resolution.

1 day ago

Customer Service

user_7toz0u

Senior on Limited Income — Lower My Bill & Credit My Account or I Will Cancel

XfinityOrlandoM

user_7toz0u

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