Billing issue and agents that are lying

@user_kellene 

I have tried multiple times to fix an issue with my billing but am getting nowhere. I was promised by an agent that my bill would not increase and have transcripts showing that but my bill is back up again. Every new agent that I talk to acts like they can not see the previous transcript where I was told that my bill would go back to the normal rate. I had a contract and somehow my bill was still increased. I am not able to upload documents on live chat so I need to find an email address, physical address, or way to upload those transcripts on a message. Please help

Your basic package/plan shouldn't increase in price during the term of your promotion.  What you will see increase might be equipment fees, taxes and surcharges.  And those usually increase at the beginning of every year.  Has your promotion plan increased?

@user_kellene I am sorry for how your experience has been. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message