Billing issues

@Xfinity @XfinitySupport I genuinely don’t understand how a company can make a customer spend HOURS explaining the same problem and somehow make the situation WORSE.

I’ve been an Xfinity customer for almost 2 years and have consistently paid my bills on time. When I first joined, I was paying around $22 including taxes for one line, while my second line was free. Later, I personally went to an Xfinity store, got a phone, and spoke with the representative handling my account. I was told that Premium Unlimited would be $10 if I switched my plan. My bill eventually came to around $56, and after I added a watch and other services, I was paying approximately $66.

Then one of my lines ended.

Naturally, I expected my bill to decrease.

Instead, it went UP to around $75.

I contacted customer service and explained everything. I was assured there was nothing to worry about, and I was given credits for the current month and the following month. I trusted that this was being handled.

Now those credits are over, and my bill is BACK to $75.

So I contacted customer service again today.

I spent approximately TWO HOURS in a chat with an agent named Sharmila explaining my situation over and over. My question was simple: Why did my bill increase, and what can be done to LOWER it now that one of my lines has ended?

Instead of answering that question, I was given two options.

First, I was told my plan was on “5th generation” and that she could move me to “6th generation,” supposedly bringing my bill down to $59/month.

Then I was told about a Gig plan that could put me on a $20 plan — BUT I would lose my device credits.

Excuse me???

I traded in my iPhone 14 Pro Max. Those device credits are related to the device I traded in. Why should I lose those credits simply because I change my service plan?

I clearly told her I was NOT comfortable with either option.

After nearly TWO HOURS, I asked to speak with a supervisor.

Instead of transferring me, Sharmila said she was the supervisor and continued with the conversation. She asked me to confirm the 6th-generation plan, and I was sent a confirmation screen.

And guess what I saw?

$80.

I contacted Xfinity because my bill was TOO HIGH, and somehow after spending two hours with customer service, I was looking at an even HIGHER bill.

When I questioned this, I was immediately transferred to another agent, Sumith, who was presented as a higher authority. Instead of actually addressing my concern, I was repeatedly told that this was the “right resolution” and was pressured to accept the plan.

NO.

The problem is that nobody seems to be listening to what I am actually saying.

I am NOT asking for an upgrade.

I am NOT asking for additional services.

I am NOT asking Xfinity to increase my bill from $75 to $80.

I am asking why my bill increased after one of my lines ended and why I cannot get a reasonable explanation or solution without being pushed into another plan and potentially losing credits for a device I already traded in.

I have been a paying customer for almost 2 years. I paid my bills on time. I have given Xfinity multiple opportunities to resolve this.

Instead, I have been transferred between agents, given conflicting information, spent hours in chat, and somehow ended up with an $80 bill being presented to me when I was specifically trying to REDUCE my monthly cost.

@Xfinity @XfinitySupport — PLEASE stop sending me scripted responses and actually review my account and the entire chat history.

Review what I was promised. Review the previous credits. Review the device credits. Review today’s TWO-HOUR conversation with Sharmila and the conversation with Sumith.

Then explain to me why a customer who came to you asking for help LOWERING their bill keeps getting pushed toward plans that increase it.

At this point, I want someone with actual authority to review this properly and give me a clear resolution.

Because this is beyond frustrating. This is an unacceptable way to treat a customer who has been paying you on time for almost two years.

#Xfinity #XfinitySupport #CustomerService