Visitor
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1 Message
Unauthorized change to my internet plan without consent
My internet plan was changed without my authorization from 500 Mbps ($45/month) to 1000 Mbps ($65/month) on [date].
I did not request or approve this change. When I contacted customer support, I was told someone called and authorized the change, which is incorrect. This appears to be an unauthorized modification of my account.
I have already secured my email and account and confirmed there was no unauthorized access from my side.
I am requesting that my original plan and pricing be restored (or equivalent pricing applied) and that this unauthorized change be investigated.
Please have a Comcast/Xfinity employee review and assist with restoring my previous pricing.
Thank you.
XfinityAirelle
Official Employee
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3.1K Messages
7 hours ago
We definitely understand how concerning that would be. Any unexpected change to your plan, especially one that impacts your monthly cost, deserves a clear explanation.
We’d like to take a closer look at the account history to see exactly how the change was processed, when it occurred, and what notes are attached to it. From there, we can review your previous plan and pricing and see what options are available to restore it or apply an equivalent promotion if eligible.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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