Disputing $100 Jan Overage - 11 Months Under Cap"

URGENT Billing Dispute: $100 Jan Overage Wrong - 11 Months Under Cap

2-person home usage:
Apr-Nov '25: 750-1100GB/mo (0GB over)
Dec '25: 1352GB (123GB over)
Jan '26: 2128GB (899GB over = $100 charge)
Feb '26: 675GB (0GB over)
Mar '26: 630GB (0GB over)

Jan spike anomalous vs baseline. 2+hr phone/chat runaround. Autopay paused.

[[Portal screenshot + redacted chat screenshots]

Agent lied repeatedly (on phone support): "Data usage only in app, not browser" - but I accessed full monthly history at xfinity.com instantly. This wasted 2+hr while autopay was at risk.

Transferred me to another agent, who put me on hold to never return At least 40 minutes.

@XfinitySupport Credit $75+ goodwill before 3/14 billing cutoff please.

[Image Removal: "Chat Transcript"]

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XfinityAmandaB

Official Employee

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3K Messages

12 days ago

magandy

Thank you so much for reaching out and sharing your concerns about your usage billing. I completely understand how receiving a higher-than-expected bill can feel frustrating and overwhelming. We truly appreciate you taking the time to connect with us so we can help clarify things for you.

For customers on our older plans that don’t include unlimited data, we do offer one free month of usage overage each year. According to the screenshot you provided, it looks like your free overage month was last December, and the overage in question is from the January cycle. The free month of overage resets every 12 months from the last occurrence, so your next reset would be December 2026.

We also send usage alerts throughout your billing cycle to help you avoid overages and give you time to adjust your plan if needed. If you have concerns that your home network or devices didn’t cause the extra usage—or if you think unauthorized devices may be involved—please let us know. In that case, our Customer Security Assurance team can help investigate the situation for you.

Regarding the information shared by our agent, I’m sorry if there was any confusion or if they weren’t fully familiar with the Direct Xfinity Usage Center page. That link is an older resource we keep available for customers who prefer using a PC over the app. Even if you weren’t able to view the detailed breakdown, your overall usage amount has always been accessible through the Xfinity app and by checking with the Xfinity Assistant. I apologize for any inconvenience or frustration this may have caused.

All of our new plans also include unlimited data as well as the modem rental fee, so usage is no longer an issue with the new plan options. I would be happy to help review plan options with you to see if we can find one that better fits your needs, so the data is no longer an issue. Let me know!

[Edited: shared link]

(edited)

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M

magandy

Visitor

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3 Messages

@XfinityAmandaB This usage is not true. I believe Xfinity does it to force people into buying higher plans, which I won't do. Moving to Optical Fiber. I am already tired of this.

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5 days ago

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XfinityMarshante

Official Employee

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1K Messages

Hello @magandy, if you’d like us to take a closer look at the data overage, we’d be more than happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 days ago

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magandy

Visitor

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3 Messages

I sent a a Direct Message through the internal system, as you suggested.

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3 hours ago

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XfinityAlyssaA

Official Employee

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2.5K Messages

Hmm, thank you for letting us know that you tried sending a Direct Message @magandy. I’m not seeing anything come through on our end. When did you send the message?

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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3 hours ago

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magandy

Disputing $100 Jan Overage - 11 Months Under Cap"

XfinityAmandaB

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