I am writing to formally raise a complaint regarding ongoing billing issues on my Xfinity account, which have resulted from repeated misinformation and conflicting assurances provided by multiple Xfinity representatives over several months.
I have been an Xfinity internet customer for over a year. When I moved to my new apartment, I subscribed to a 300 Mbps internet plan priced at $30 plus tax with AutoPay. I was satisfied with this plan and had no intention of changing it.
When I moved to my new residence, I contacted Xfinity support via chat solely to set up my router and ensure my account and service were correctly activated at the new address. During this setup-related conversation, the Xfinity agent proactively suggested that I upgrade to a higher-speed plan and explicitly stated that this upgrade would come without any price change. I asked multiple times during the chat to confirm whether there would be any increase in my monthly bill, and the agent clearly and repeatedly assured me that my charges would remain the same. This interaction is documented in the chat records.
However, in the following billing cycle, I noticed an unexpected increase in my charges. When I contacted Xfinity by phone, I was informed that the higher-speed plan carried a higher monthly cost. I immediately explained that this change was made based on incorrect information provided by an Xfinity agent and requested either:
Reverting my account back to the original plan, or
Adjusting the charges to reflect the originally promised pricing
I was repeatedly assured that the issue would be resolved.
Subsequently, I was informed that Xfinity would issue a one-time credit of $175, representing the approximate monthly price difference (~$15) over a one-year period. This credit was applied and reflected on my account. I was also explicitly told by an Xfinity representative over the phone that, due to this credit, I would not owe any payment for the next 3+ months and that once the credit was exhausted, my monthly charge would be approximately $45 plus tax.
Based on these assurances, I believed the matter was resolved.
However, this month I was shocked to see a $105.69 outstanding balance on my account. I contacted Xfinity again and was told that this was a backend issue and that it would be corrected after review. When I followed up again, I was informed that the previously applied $175 credit was “not fully assured,” had been disputed, and was ultimately rejected—without any prior notification to me.
At this point, I am extremely frustrated. I have been given contradictory and misleading information multiple times:
First, being told there would be no price increase during a setup-related chat
Then being promised corrective credits
Then being told I would not owe any payment for several months
And finally being told that none of this is valid and I must now pay the full amount
This experience has made me feel misled and unfairly treated as a customer. The billing issue is entirely the result of incorrect guidance and assurances provided by Xfinity representatives, not any action or error on my part.
I am requesting the following resolution:
Immediate correction of my account balance
Honor the previously promised $175 credit or revert my plan to the original $30 plus tax plan and adjust all past charges accordingly
Written confirmation of my correct monthly charge going forward
If this issue cannot be resolved promptly and fairly, I am prepared to escalate the matter further through formal consumer protection channels, including the FCC.
I hope Xfinity will take responsibility for this situation and resolve it without further delay. I look forward to your written response.
user_3csm8g
Visitor
•
1 Message
7 hours ago
Dear Xfinity Customer Relations Team,
I am writing to formally raise a complaint regarding ongoing billing issues on my Xfinity account, which have resulted from repeated misinformation and conflicting assurances provided by multiple Xfinity representatives over several months.
I have been an Xfinity internet customer for over a year. When I moved to my new apartment, I subscribed to a 300 Mbps internet plan priced at $30 plus tax with AutoPay. I was satisfied with this plan and had no intention of changing it.
When I moved to my new residence, I contacted Xfinity support via chat solely to set up my router and ensure my account and service were correctly activated at the new address. During this setup-related conversation, the Xfinity agent proactively suggested that I upgrade to a higher-speed plan and explicitly stated that this upgrade would come without any price change. I asked multiple times during the chat to confirm whether there would be any increase in my monthly bill, and the agent clearly and repeatedly assured me that my charges would remain the same. This interaction is documented in the chat records.
However, in the following billing cycle, I noticed an unexpected increase in my charges. When I contacted Xfinity by phone, I was informed that the higher-speed plan carried a higher monthly cost. I immediately explained that this change was made based on incorrect information provided by an Xfinity agent and requested either:
Reverting my account back to the original plan, or
Adjusting the charges to reflect the originally promised pricing
I was repeatedly assured that the issue would be resolved.
Subsequently, I was informed that Xfinity would issue a one-time credit of $175, representing the approximate monthly price difference (~$15) over a one-year period. This credit was applied and reflected on my account. I was also explicitly told by an Xfinity representative over the phone that, due to this credit, I would not owe any payment for the next 3+ months and that once the credit was exhausted, my monthly charge would be approximately $45 plus tax.
Based on these assurances, I believed the matter was resolved.
However, this month I was shocked to see a $105.69 outstanding balance on my account. I contacted Xfinity again and was told that this was a backend issue and that it would be corrected after review. When I followed up again, I was informed that the previously applied $175 credit was “not fully assured,” had been disputed, and was ultimately rejected—without any prior notification to me.
At this point, I am extremely frustrated. I have been given contradictory and misleading information multiple times:
First, being told there would be no price increase during a setup-related chat
Then being promised corrective credits
Then being told I would not owe any payment for several months
And finally being told that none of this is valid and I must now pay the full amount
This experience has made me feel misled and unfairly treated as a customer. The billing issue is entirely the result of incorrect guidance and assurances provided by Xfinity representatives, not any action or error on my part.
I am requesting the following resolution:
Immediate correction of my account balance
Honor the previously promised $175 credit or revert my plan to the original $30 plus tax plan and adjust all past charges accordingly
Written confirmation of my correct monthly charge going forward
If this issue cannot be resolved promptly and fairly, I am prepared to escalate the matter further through formal consumer protection channels, including the FCC.
I hope Xfinity will take responsibility for this situation and resolve it without further delay. I look forward to your written response.
Sincerely,
Aesha Shah,
Account No: 8155 60 054 0246371,
351 E VALPICO RD APT 1131, TRACY, CA, 95377-0000
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