1 Message
Frustrated Customer Seeking Resolution for Billing Issue
@Xfinity @comcastcares
I have been dealing with a frustrating billing issue for almost two weeks now, and I am getting increasingly frustrated with the lack of response and the runaround I've experienced. Here’s a detailed account of my situation:
1. **Promotion Ended**: My previous promotion ended in April/May, and I got a new promotion at a higher rate but supposedly with the same internet speed.
2. **Speed Issues**: A month later, I noticed the internet speed seemed slower, so I chatted with an agent to verify. The agent assured me she would fix it and added high-speed internet and unlimited data for $56.98 instead of $56.05.
3. **Approval of Changes**: During the chat, I had to approve all billing changes via email or text. The estimated total monthly bill was listed as $56.98, despite showing extra charges. The agent reassured me that the final bill would be $56.98. which i have screenshots of.
4. **First Bill**: When I received my first bill, it was $145.00, not the $56.98 I was promised.
5. **Runaround**: Since then, I have been given the runaround. I contacted Xfinity, was offered a $30 inconvenience credit, and was told my previous package was no longer available. I was offered a $60.00 per month package with lower internet speed, which I did not accept.
6. **Escalation**: I escalated the issue to executive customer relations and provided all necessary documentation, including screenshots of the chat. Despite this, I have not received a response.
7. **Current Bill**: My latest bill is now $283.00, which includes late fees. At $56.05 per month, I should only be responsible for $112.10. This situation is becoming increasingly urgent, and I need to resolve it promptly to avoid further complications. This looks bad on my side as all my bills are paid on time except this one.
I have always been a good customer, with my bills automatically paid from my bank account, and I have never missed a payment. I am only willing to pay $112.10, which reflects the correct amount for two months at $56.05 per month.
I go to school full-time and work full-time, so an email response would be most convenient for me if a phone call is not possible. I need this issue resolved promptly, or I will have no choice but to consider switching to another provider, such as Verizon. I am also prepared to file a complaint with the Better Business Bureau (BBB) and other consumer protection agencies if this issue is not resolved soon.
Please help me resolve this issue as soon as possible.
Thank you,
Amanda [Edited "Personal Information"]
XfinityJamesC
Official Employee
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1.7K Messages
3 months ago
Greetings, @user_wxs9wk! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with these service changes, but you have definitely come to the right place for assistance.
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, I'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.
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user_4xvckr
1 Message
2 months ago
I am in a similarly frustrating billing experience. When my bill jumped to $211+, I got on the phone on August 26th to get a new plan and get my bill down to something I can still afford. I worked with a gentleman in billing to keep my cable and internet and bring the cost to $129. He also suggested I switch to Xfinity mobile at the same time, which I did. I received an email telling me to click the link to complete the order. Turns out my Xfinity Mobile order went through, but not the cable and internet. Another call when I was told that I had not contacted them since 2022. Asked for a supervisor who said the same thing. Called billing again and the agent supposedly helped me to get my services down to $154, but the email regarding my order said $85+. I have repeatedly asked to get a copy of my order/plan. My cable went out yesterday. And today some of my regular channels come up with "not on subscription". I called support and was told I had downgraded my cable from 125 channels. I did not. Now I am told there would be another major hike in price to receive the channels I have always had. Was told to call Loyalty. My bill still shows $211+. I have been on the phone for countless hours, 7 calls. I am a disabled senior. I think it is time to get help from other orgs.
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