Xfinity Customer Support and or Office of the President

This morning, I called regarding why my bill increased by $10. Unfortunately, after 30 minutes on the phone with an agent, my concerns remain unresolved. I’d like to clearly outline the issues and what I need corrected.

1. Billing Increase:
   I was told my bill increased because I “turned off autopay,” yet my bill clearly states: “Credit card payment will be applied Sep 22, 2025.” Autopay is active and has been.
2. Paperless Billing:
   I was also told I “turned off paperless billing,” which I did not. When I first set up my account, there was a issue with the app capturing my email and it wouldn’t allow me to do anything. I placed the original order online and received an email to set up with you all in the app, and ever since, the paperless option will not remain selected. Each time I attempt to update it in the app, it reverts to “off.”
3. Customer Service Experience:
   Despite repeatedly asking for the $10 charge to be addressed and the paperless billing to be corrected, I was told I must resolve this myself through the app — which, again, does not work. The agent seemed to be in training, and after 30 minutes I had no resolution.

Given the repeated issues I’ve had (including spending over an hour on the phone to activate my service due to app errors), I need Xfinity to:

• Correct the $10 billing increase.
• Fix the paperless billing enrollment on your end so it stays active.
• Explain what caused this issue in the first place.

I work for a competitor, and the only reason I chose Xfinity is because my home is prewired. However, if these issues cannot be resolved, I will switch to another competitor in my market. In this industry an employee should have the authority to provide credit when the issue lies on your side of the house. I ama little surprised to know that $10 is that important to you as a company. Also, the repeated tone of “you’ did this by your agent was quite insulting. I recognize there was a language barrier, however, even after I told them I found that condescending they continued to use that tone with me.

Please confirm that you will address both the billing and the paperless enrollment issue immediately.