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Changed plan BEFORE new billing period, amount due not updated after 2+ weeks

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Changed plan BEFORE new billing period, amount due not updated after 2+ weeks

I had a promo on my account end recently and my bill increased to $69.95 for the Sep 15 - Oct 14th, 2020 billing period.  My new bill was generated around Sep 10th.  I called and changed changed to a $55/month plan on Sep 14th BEFORE the new service period.  I was assured that the amount due would decrease to $55/month despite not recieving any paperwork or confirmation (I do have a record of calling and notes from my conversation with the agent).  

By Sep 17th the amount due was still not updated to reflect the new, lowered amount.  I reached out via chat (which I have a record of) with my concerns.  I was assured that the new amount would show on my account in 24-72 hours.  

When this change didn't show by 9/30 I called and talked to an agent.  The agent assured me that the $55 was showing in their system as the amount due and that this is all that would be taken out on the Oct 5th due date via auto-pay.  I asked for something in writing to assure me I owe $55.  The agent put in a request for this email and I never recieved anything.  I DO NOT trust Comcast to take the correct amount so I have turned auto-pay off.  

All I want is for the correct amount to show/to recieve a corrected bill.  I will not pay my balance if this is not corrected by the due date.  I am willing to let my internet lapse if this is not corrected. I have read many accounts from others in my exact situation where this was not resolved and they were on the hook for the difference between the correct (lower) amount and the incorrect (higher) amount. 

I just got off the phone with cutomer service again (10/2) and they told me to wait until my new bill was generated Oct 10th for the updated balance to be reflected.  This is 5 days AFTER my due date.  I was assured that the 5 days was within the grace period but I don't trust Comcast to not report this to my credit/assess late fees.  I am at a loss here.  I am ready to stop being a customer but even that doesn't fix my current situation.

This is simply unacceptable.  I have spent over 1 hour in phone calls and chats to resolve this with no resolution.

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Re: Changed plan BEFORE new billing period, amount due not updated after 2+ weeks


@zkulakre wrote:

I had a promo on my account end recently and my bill increased to $69.95 for the Sep 15 - Oct 14th, 2020 billing period.  My new bill was generated around Sep 10th.  I called and changed changed to a $55/month plan on Sep 14th BEFORE the new service period.  I was assured that the amount due would decrease to $55/month despite not recieving any paperwork or confirmation (I do have a record of calling and notes from my conversation with the agent).  

By Sep 17th the amount due was still not updated to reflect the new, lowered amount.  I reached out via chat (which I have a record of) with my concerns.  I was assured that the new amount would show on my account in 24-72 hours.  

When this change didn't show by 9/30 I called and talked to an agent.  The agent assured me that the $55 was showing in their system as the amount due and that this is all that would be taken out on the Oct 5th due date via auto-pay.  I asked for something in writing to assure me I owe $55.  The agent put in a request for this email and I never recieved anything.  I DO NOT trust Comcast to take the correct amount so I have turned auto-pay off.  

All I want is for the correct amount to show/to recieve a corrected bill.  I will not pay my balance if this is not corrected by the due date.  I am willing to let my internet lapse if this is not corrected. I have read many accounts from others in my exact situation where this was not resolved and they were on the hook for the difference between the correct (lower) amount and the incorrect (higher) amount. 

I just got off the phone with cutomer service again (10/2) and they told me to wait until my new bill was generated Oct 10th for the updated balance to be reflected.  This is 5 days AFTER my due date.  I was assured that the 5 days was within the grace period but I don't trust Comcast to not report this to my credit/assess late fees.  I am at a loss here.  I am ready to stop being a customer but even that doesn't fix my current situation.

This is simply unacceptable.  I have spent over 1 hour in phone calls and chats to resolve this with no resolution.


Your bill was generated before you made the change.  Pay that bill in full.  You won't see the change until your new bill is generated, at which time you should also receive a pro-rated bill.

 

I say pay the bill in full so that you aren't charged a late fee for a portion of the bill that isn't paid.  It is easier to get the pro-ration bill next month than it is to get the late fees reversed.


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