Billing Correction Needed – Incorrect Charge, Promotion Not Applied, Service Fee Dispute

Thank you for your response and for clarifying the $100 service fee credit. After several chats with different agents (3 hours later), I was finally issued and was told that the $100 refund will appear in 2–3 business days, which I appreciate.

However, I still have two unresolved concerns. First, I am still unable to get confirmation of the new promotional rate that was promised to me. During a chat on 9/27/2025, the agent specifically told me that my new plan would be 1000 Mbps for $55/month for 24 months. I was provided with a ticket number ([Edited: "Personal Information"]) and I also have the transcript of the conversation confirming this agreement. Every agent I have spoken with since has said my rate is $70/month, which directly conflicts with what I was told and tried to help me find a new discount, even though I was informed my new rate would be 55/month for 24 months for 1000 Mbps. I need written confirmation that the $55/month promotional rate will be applied to my account for the full 24-month period.

Second, I reviewed my next billing statement, and I do not see any line items showing prorated credits for this billing period. Since the promotion was applied mid-cycle, I should see adjustments and credits reflected on the upcoming bill. At this time, those credits are not visible on my statement. Please provide information where to review and confirm this. 

Are you able to review both the promotional rate ticket and my billing cycle to confirm that (1) the $55/month promotional rate will be applied going forward, and (2) the prorated credits for this billing period will be reflected on my next statement?

UPDATE: I have now spoken with Xfinity agents and received confirmation regarding both of my concerns. The tickets associated with my account are:

• Ticket [Edited: "Personal Information"]– for the $55/month plan change (1000 Mbps for 24 months)

• ECMTicket [Edited: "Personal Information"] – for the prorated credit adjustment

According to the agents, the $55/month promotional rate has been approved and the prorated credit adjustment is in process. I should see the updates reflected in my account and on my upcoming billing statement.

I will monitor my Xfinity app and billing statement to confirm that both the new rate and prorated credits are applied correctly. I plan to post another update within 24 hours to either confirm that the changes are reflected or report any further issues if they are not.

@XfinityBrianH​ Thank you for the suggestion. I want to be clear that I do not want to go through outsourced customer support again, as this has repeatedly resulted in being passed from agent to agent without my issues being fully resolved. I would prefer that my account and billing concerns be addressed directly by someone from corporate or a US-based support team, who can take ownership of the tickets and provide clear confirmation.