Credit for services I didn't sign up for

My monthly bill went from 34.99 for just internet to 84.99 for a new internet package that includes Xfinity flex (at no extra charge LOL). I never signed up for this nor requested any changes to my service, and there is no one to call and discuss billing - just a ridiculously inept AI chatbot. Isn't it against FTC regs to add services to someone's account without their permission? Is there a human being that works at Xfinity that can get this corrected and issue a credit? And how will I know it's an actual human being and not some generative AI "customer service rep"?

Responses

XfinityThomasC

Official Employee

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1.6K Messages

1 year ago

Hello, @user_66f7c3 we have a secure process in place, so services are not added without your permission. Let's perform an account review to determine the cause of your price increase and make corrections. Could you please send our team a direct message with your full name and full address? To send a direct message:

In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
Click the "New message" (pencil and paper) icon
In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "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. An official employee, such as myself or whoever is first available, will respond. Thanks!

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XfinityMarcus

Official Employee

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629 Messages

1 year ago

@user_66f7c3, I am glad we were able to resolve the billing concern you brought to our attention through the forum. If you have any questions moving forward in relation to your account at all, please do not hesitate to reach back out to us!

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Flex

user_66f7c3

Credit for services I didn't sign up for

XfinityThomasC

XfinityMarcus

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