Visitor
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2 Messages
Please stop badgering me to approve account changes I didn't request.
Every morning for the last several days, Xfinity has sent me both a text message and an email message: “We recently discovered that, due to a processing error, we had to update your bill to reflect your current Xfinity services and equipment.” They contain a link to my account asking me to agree to changes which I never requested, do not want, and which would increase my monthly bill by almost $30. In addition to my frustration, I’m concerned that the language of the message could easily induce a naive person to agree without reading it!
I have already spent several hours trying to resolve this, to no avail:
It appears to have started after I spoke with an Xfinity agent by telephone on 1/24/22 and made some changes to my account to increase internet and decrease TV/DVR services. I agreed to those changes via text and received a confirmation email that same date. I have saved this document. A new wireless gateway and DVR box arrived via UPS on the afternoon of Friday, 1/28/22. I was unable to install them over the weekend due to other time commitments.
On Monday, 2/1/22, Xfinity began sending me daily texts and emails as described above. They contain a link to my account which asks me to approve an order that includes an unrequested 300 additional minutes of Cloud DVR ($20/mo) and a third TV box ($7.50/mo). There is no option to decline, only the option to request a callback if I had questions. The next available callback time was Friday, 2/4/22 at 10pm.
Yesterday, 2/2/22, I spent several hours on Live Agent chat, being transferred through several different agents. The last one advised me to install the new wireless modem, but not the new DVR box. She said that the changes would revert to normal after I had returned the new DVR box and old wireless gateway to Xfinity. I did that and returned the new DVR box and old wireless gateway in person at a local Xfinity store yesterday afternoon, at which time I spoke with an agent there who told me that returning the box should solve the $7.50/mo charge, but he didn't know how the extra 300 minutes of Cloud DVR had been added without my consent. He removed them and I received a confirmation email of this, which I have also saved. I thought it was all resolved.
However, this morning, Xfinity has again sent me a text and an email asking me to approve the plan with the extra 300 minutes and 3rd box. Please cease and desist from making these false requests.
Accepted Solution
CCMichelle
Problem Solver
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788 Messages
3 years ago
Thank you for taking the time to reach out to us regarding the recent changes to your account and the emails requesting that the changes be approved. I would love to dig further into this with you and ensure that we get the billing correct on the account and do what we can to stop the email approval requests. Can you please reach out through private message with your first and last name, name on the account if different and service address?
To send a direct message:
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
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user_a29ca7
Visitor
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1 Message
3 years ago
I have also received an email demanding that I approve additional DVR services and another tv box. This approval was due today. I received a call back after a very frustrating call with the automated system. The agent Shanla was able to review my account and asked me not to approve the additional services. This is very shady practices on Xfinity's part. I have been a customer for 23 years and Xfinity is trying to trick me into getting billed more money for additional services I do not receive.
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