Billing Issue

I am writing to follow up on my previous calls regarding removing TV service from my account and adjusting my bill accordingly. Over the past six weeks, I have spoken with representatives twice. On the first call, I was told TV could be dropped and that my high-speed internet plan would remain at $90 per month. On the second call, I was assured that TV would be removed, my monthly bill reduced, and that I would receive a credit for the prior month—meaning no bill for September.

Despite these assurances, I have just received another bill that does not reflect the changes discussed. I would like confirmation that TV service has been removed from my account, that my plan is correctly updated to internet-only service at the agreed $90/month, and that the promised credit is applied. I also ask that any bundled-service discounts or autopay/paperless billing discounts I am entitled to remain in place.

Please correct my account to reflect these commitments, apply the necessary credits, and confirm in writing that my billing is accurate moving forward. I appreciate your prompt attention in resolving this issue so I do not incur further incorrect charges.

Sincerely,
(Edited: Customer Information)

Account number: (Edited: Customer Information)

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XfinityVictor

Official Employee

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1.7K Messages

29 days ago

user_8bzrl6 Hello, I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_8bzrl6

Visitor

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3 Messages

Hello again, we spoke 1 month ago regarding changing my Xfinity service per the message above. I was told on that call that my service would be changed to eliminate TV, increase bandwidth and decrease my monthly bill to around $90/month. I was also told the first bill be $0 since I originally requested the change in July and it still has not gone through. I just received my October bill and it is the same as all previous months. Please let me know how I can make this happen? I have spent a lot of time and money trying to deal with this issue and I am very unsatisfied with the customer service to date.

thanks

Ian

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2 days ago

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user_8bzrl6

Visitor

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3 Messages

2 days ago

This matter has still not been resolved and I received another bill for October with no change to services or price. Needless to say if I had any other options for service providers I would drop Xfinity ASAP. Very poor customer service to date.

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XfinityMarcus

Official Employee

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1.9K Messages

user_8bzrl6 thank you for using the Xfinity Community Forums page to reach out regarding your billing concerns. You are connected to the Xfinity Forums team, which is the ideal team because we can assist you with all of your Xfinity related questions and concerns, especially when it comes to billing. Can you send over a direct message with your full name and complete service address for us?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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.

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2 days ago

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Billing

user_8bzrl6

Billing Issue

XfinityVictor

user_8bzrl6

user_8bzrl6

XfinityMarcus

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