billing issue

when i was signing up for my account, i specifically asked if the cost of service would ever change. i was told it would not ever change. my bill has since gone up by $20 per month. i believe i was lied to in order to get my business.

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XfinityPaula

Official Employee

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1.6K Messages

25 days ago

Hello user_4y3je0! Thank you for choosing Xfinity and for reaching out to us for help with the account on our Xfinity Forums. I'm sorry to read that there is an issue with your rate increasing. I would love to investigate the increase for us. I know there are times that added discounts like our self-service ecobill / autopay discount are dependent on maintaining enrollment in those services for the discount to apply. That may alter the pricing of an account. I would love to look into this for us to help make sure you are getting the best service at the best rate available.

How long have you been with Xfinity? I have a feeling that the account was under a promotional rate and that promotion time frame may have ended creating the increase.

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user_4y3je0

Visitor

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3 Messages

yes i was told it was a promotional rate. you're missing the point. your sales rep LIED to me and told me the rate would NEVER change.

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25 days ago

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XfinityEricB

Official Employee

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2.6K Messages

user_4y3je0 I appologize they weren't very specific about billing, but we don't have anything that could lock a rate in for the entire time you have service with us. Pricing won't change within the time of a promotion, but they would expire after a certain period of time. We do offer new ones to customers should one expire, and I would be happy to see what I can offer if you like.

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25 days ago

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user_4y3je0

Visitor

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3 Messages

please do that. and don't dance around the fact that your sales rep lied by saying he wasn't specific.

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25 days ago

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XfinityEricB

Official Employee

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2.6K Messages

user_4y3je0 Happy to take a look.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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25 days ago

0

Billing

user_4y3je0

billing issue

XfinityPaula

user_4y3je0

XfinityEricB

user_4y3je0

XfinityEricB

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