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Billing issues

Regular Visitor

Billing issues

I called on 6/1 to get a new agreement since mine was expiring.  They provided me with the deal I was interested in for TV, internet and phone of $189 per month.  They said I would also receive the $10 discount for paperless and autopay.

Bill arrives and no $10 discount.

I did the chat today and was told that the $10 discount did not apply yet and would be on my next bill because I just signed up for autopay in May.  WRONG.  I have been on autopay for years.  I told them that and they changed their story and said that the $10 discount does not apply because I do not have a "bundle".  I have no idea what that means since I have TV, internt and phone and was told it would apply.

Chat rep then says they can find me a better deal and says I can get exact same services for $140 per month, plus fees and taxes.  I ask whether it is the exact same service and they say yes.  I ask what the fees and taxes are and after waiting for a long time, they say total bill will be $221 per month!  I ask why I would switch to pay more and they say because the internet will be faster (after just telling me it will be the exact same service).

I have a call scheduled tomorrow with customer service to try to get my promised $10 discount.

I feel like I was lied to on the phone when i signed up and then the chat rep either made a mistake or lied to me AND then tried to swindle me into changing to a higher price plan by telling me it would only be $140.

 

Any comcast rep like to help me understand what is going on here?

Official Employee

Re: Billing issues

Hi @soates5

 

Thank you for posting to the Xfinity Forums. I apologize for the experience you've had while attempting to find a new promotion. I'd be more than happy to review your account and address your billing concerns. In regard to the self-service discount for EcoBill & Autopay, once you agree to a new promotion, it could take up to 45 days (the bill after the change is made) before you see the discount appear. We can discuss this in further detail in a private message. 

 

To protect the privacy of your account, please send me a private message with your first and last name as it appears on your monthly statements. To send a private message click on my name "ComcastChe", then click send a message. 

 

 

 

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

Re: Billing issues

I clicked on your name but I do not see where to click to send a message...where is the button for that after I click on your name?

Thanks
Official Employee

Re: Billing issues

Ok @soates5. Can you please make sure you are signed into your account, and then after clicking on my name, you should see the button in the top right corner. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Billing issues

Thanks for allowing me to assist you @soates5, thanks for allowing me to assist you. Let us know if there's any way we can help in the future. We value your service, take care.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!