Monthly billing increase

I wanted to share some feedback; the customer service process is a bit confusing. My issue was about personal billing, so it felt uncomfortable having to post publicly and wait for a DM invite. That said, the support I received was 10/10, but the process to get that help doesn’t really make sense for private billing concerns.

Thank you very much for the feedback user_mlvyfd. The goal of our community is to provide answers for all so staying as public as possible is the goal, if customers are having issues, having problems stay as public helps provide knowledge for the whole forum. We ask that you first start any Xfinity Forum interaction by posting your concern in the most appropriate related public board.

With that being said, our team are all corporate-based employees and are pretty clear on when certain scenarios will require gathering of PII, and will bring that conversation private to gather and discuss that information. The general conversation of your goals for the interaction, and overall situation is something we aim to discuss before bringing the situation private for the benefit of our community that might have similar questions when coming to our various discussion pages. We truly appreciate the feedback, and can assure you that our reputation for providing first-class support is second-to-none, you can always count on us for top-notch service. We just ask that we have the general discussion for the benefit of our community prior to going into a private discussion about account specifics.