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.
I am writing to formally escalate a billing issue that reflects a broader breakdown in how long-standing customers are treated.
As the attached billing history shows, I have been paying $63.93 per month for the most basic internet service (no TV) for several months since 2024. I have been a Comcast customer for over 21 years, have remained on autopay, and have tolerated periods of inconsistent service without interruption to my account.
In November and December, my autopay charges abruptly increased to $112.97–$113.93, representing a $50 increase — approximately a 78% jump — without any corresponding increase in services. I remain on the same internet-only plan, am currently unemployed, and receive no added value that would justify such a significant increase.
When I contacted customer service, I was told this was due to a “promotional rate” expiring. That explanation is unsatisfactory. A nearly 80% increase without service expansion is not a reasonable adjustment, nor is it consistent with transparent or fair customer treatment.
What followed was an experience that felt less like customer service and more like negotiating with a car dealership: repeated holds, “checking with a manager,” incremental offers, and pressure to keep calling back to see what pricing might be available at a given moment. If this is the customer experience Comcast intends to deliver after decades of loyalty, it is deeply disappointing.
I was eventually offered a rate still well above my long-standing price, and not aligned with what I was verbally advised. I later noticed a $60 credit, but it was applied against the inflated monthly charge — not against the rate I was told would be in effect. That felt less like resolution and more like a cosmetic adjustment.
In parallel, I have ongoing unresolved issues with two Comcast mobile phone lines, which further undermines confidence in the overall relationship. I have attempted several times to have the issues addressed with promises for call backs..that never seem to occur
I have remained a customer (perhaps like many others) for over two decades because I valued stability and good-faith treatment. Being told to repeatedly call back to discover the “program du jour” is not a reasonable expectation for any customer — especially a long-term one.
My request is simple and reasonable:
Restore my monthly rate, credit the overcharge or
Apply a fair, clearly justified upcharge reflective of actual service value
If this cannot be accommodated, please advise so that I may make alternate arrangements. My mistake was assuming fair treatment, and silly me did not expect a sudden upcharge with no justification or reminders that this was to take place.
I hope Comcast leadership will view this not as an isolated billing issue, but as feedback on a customer experience that risks driving long-term clients away. I'm sure I'm not the only one.
I look forward to a prompt and professional resolution.
I Just spent 2 hours dealing with chat that just went in circles, a call that ended up with multiple transfers, and 3 attempt to close the ticket before resolving the issue. I do not expect miracles but i also do not expect to spend 3 hours on the phone trying the same script over and over. Seriously looking for alternatives for internet.
user_3csm8g
Visitor
•
1 Message
26 days 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,
[Edited: "Personal Information"]
(edited)
0
0
user_90avxw
Visitor
•
2 Messages
11 hours ago
To Comcast Senior Management,
I am writing to formally escalate a billing issue that reflects a broader breakdown in how long-standing customers are treated.
As the attached billing history shows, I have been paying $63.93 per month for the most basic internet service (no TV) for several months since 2024. I have been a Comcast customer for over 21 years, have remained on autopay, and have tolerated periods of inconsistent service without interruption to my account.
In November and December, my autopay charges abruptly increased to $112.97–$113.93, representing a $50 increase — approximately a 78% jump — without any corresponding increase in services. I remain on the same internet-only plan, am currently unemployed, and receive no added value that would justify such a significant increase.
When I contacted customer service, I was told this was due to a “promotional rate” expiring. That explanation is unsatisfactory. A nearly 80% increase without service expansion is not a reasonable adjustment, nor is it consistent with transparent or fair customer treatment.
What followed was an experience that felt less like customer service and more like negotiating with a car dealership: repeated holds, “checking with a manager,” incremental offers, and pressure to keep calling back to see what pricing might be available at a given moment. If this is the customer experience Comcast intends to deliver after decades of loyalty, it is deeply disappointing.
I was eventually offered a rate still well above my long-standing price, and not aligned with what I was verbally advised. I later noticed a $60 credit, but it was applied against the inflated monthly charge — not against the rate I was told would be in effect. That felt less like resolution and more like a cosmetic adjustment.
In parallel, I have ongoing unresolved issues with two Comcast mobile phone lines, which further undermines confidence in the overall relationship. I have attempted several times to have the issues addressed with promises for call backs..that never seem to occur
I have remained a customer (perhaps like many others) for over two decades because I valued stability and good-faith treatment. Being told to repeatedly call back to discover the “program du jour” is not a reasonable expectation for any customer — especially a long-term one.
My request is simple and reasonable:
Restore my monthly rate, credit the overcharge or
Apply a fair, clearly justified upcharge reflective of actual service value
If this cannot be accommodated, please advise so that I may make alternate arrangements. My mistake was assuming fair treatment, and silly me did not expect a sudden upcharge with no justification or reminders that this was to take place.
I hope Comcast leadership will view this not as an isolated billing issue, but as feedback on a customer experience that risks driving long-term clients away. I'm sure I'm not the only one.
I look forward to a prompt and professional resolution.
Sincerely,
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0
user_zt1po9
Visitor
•
1 Message
11 hours ago
I Just spent 2 hours dealing with chat that just went in circles, a call that ended up with multiple transfers, and 3 attempt to close the ticket before resolving the issue. I do not expect miracles but i also do not expect to spend 3 hours on the phone trying the same script over and over. Seriously looking for alternatives for internet.
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