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user_jz5dao
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14 Messages

Wednesday, December 25th, 2024 2:43 AM

I am being charged the wrong amount every month

I have Internet More and have set up autopay through my bank account.  I have spent hours on the AI chatbot and with live agent and still the billing is wrong.  I know the base charge is $40/month for my 300MB service, but I was told autopay gives $5/month discount if by credit/debit card and another $5/month if by direct bank draft.  So I should be charged $30/month, but am being charged $40/month.

This was verified in every chat seesion I've had, and with every live agent I talked with.  Now how do I get the billing system to credit my account for the $10 current month overcharge, and make sure I get billed only $30/month going forward?

Thank you for some help!  

Question

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Updated 

14 days ago

86

1

Accepted Solution

XfinitySara

Official Employee

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1.6K Messages

4 months ago

Hello, @user_jz5dao! Thank you so much for taking the time to visit our Xfinity Community Forum, and for posting your billing concerns. I'm sorry to hear about the trouble you've had establishing your Automatic Payments and Paperless Billing Discount (APPD). This is definitely something we'd like to help with! So, you've come to the right place :) Our Digital Care Team is awesome to work with because we'll always do whatever we can to review and resolve issues quickly, taking a look at your account if necessary. First, to confirm, when did this particular plan start? The discount may take up to 45 days (1 - 2 billing cycles) to appear, so it may not show on the first one or two statements following a plan change.

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user_jz5dao

14 Messages

Hi XfinitySara, thanks for your encouraging reply.

I have been a Comcast customer for over 40 years and have a couple of 'plans' in my history, which may be part of the problem. The most recent plan is 'Internet More' which started 7/2/24 but my billing records still show some legacy CableTV and internet plans which precipitated many hours of customer service calls and agent chats attempting to correct.

My last call was on 12/17/24 under ticket# [Edited: "Personal Information"] where the agent confirmed: "your next upcoming bill will be $30 because it is done and online, it will take time to update and it will be updated before 12/27...Your service is postpaid, 300MBPS speed...".

So this support posting is just to confirm that my bill should reflect net charges of $30/month and the autopayment debit from my checking account should be $30, not the $40 that was debited in December.  Presumably I should get a $10 credit?

Thank you for your help in resolving.

(edited)

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4 months ago

0

XfinitySara

Official Employee

 • 

1.6K Messages

Great question, @user_jz5dao! Thank you for providing those details. If the plan started in July, the discount should not take this long to apply. Let's take a closer look! Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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
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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4 months ago

user_jz5dao

14 Messages

Thank you XfinitySara. The January billing appears to be correct.

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4 months ago

0

XfinityThomasC

Official Employee

 • 

2.4K Messages

Awesome @user_jz5dao 

Thank you for updating the Community Forum on your billing issue. We are glad you were able to resolve this. Never hesitate to create another public post for any of your future account and service needs!

 

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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4 months ago

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sincre

New Poster

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2 Messages

@XfinitySara​ you guys do the same thing and say the same apologies every month yet still make the same mistakes. You are a company without integrity. 

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15 days ago

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