1 Message
Unauthorized plan change
Hi
I had a flat plan of $65/m for 900mbps without a fixed time frame (discount was from autopay).
In dec 2023 I turned on the "Unlimited traffic" option.
In jan 2023 I reached out to support via chat to turn the "Unlimited traffic" option" off.
I was assured that the option was turned off and I should be back to my plan, xfinity also refunded me for the option as I called at the day of billing (was credited).
In Feb everything was fine.
Today I saw a charge of $104 an immediately reached out to understand what was going on.
I learned that I'm no longer on my plan which wasnt time-based with a comment "promotion plan expired".
So whatever agent did in Jan resulted in unauthorized plan change instead of a simple "turn off the unlimited traffic option".
And how I also know that is that in the chat with an agent they stated that I'm on a 1000mbsp plan so my plan was changed without permission and this forced me into higher payments.
Is this a normal xfinity behavior? who can help resolving this.
CCAntoine
Retired Employee
•
1.4K Messages
1 year ago
Hello, user_t29ogm! Thanks for reaching out. I'm sorry you plan seemly changed without your knowledge. I'd be happy to look into this for you. In order to get started can you, please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
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• Click "Sign In" if necessary
• Click the "direct messaging" icon or https://comca.st/3lv0gXz
• 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
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