Skip to main content
user_l4l7zn
1st Topic

Visitor

 • 

2 Messages

Friday, July 17th, 2026 12:14 AM

Need help with unauthorized plan change

I am trying to reach official support regarding an unauthorized change to my billing plan.”

Question

 • 

Updated 

9 days ago

43

3

0

Oldest First
Selected Oldest First
EG

Expert

 • 

119.7K Messages

16 days ago

Moved here to billing.

1

0

user_l4l7zn

Visitor

 • 

2 Messages

No Answer Yet.  My TV box quite on me last week.  I got a new one at the Xfinity store but the remote doesn't work and without it they can't tell me how to initialize the box.  (Not sure that's the right word.)  So I got to spend over 2 hours on the phone with India today and they told me they would send me a new and better remote.  But they told me I had to pay for shipping.  They send me a form to sign to agree but the form would also authorize switching to a new more expensive plan.  I did not sign anything.   I told them "No Way!  I do not authorize you to switch me to another plan.  And I'm not paying any shipping charges either because it was an Xfinity error."  So around 4 O'clock this afternoon I get a email giving me a summary of my new plan they are switching me to which is $50 more a month.  And it starts tomorrow 7/17/26.

I was told there is a "Digital Care Team" that handles this type of thing.  Or I can file a complaint with the FCC.  Any help getting to this Digital Carer Team or whoever else might handle this would be much appreciated.   

Thumbs up

Reply

16 days ago

0

XfinityAbel

Official Employee

 • 

457 Messages

16 days ago

@user_l4l7zn, thanks for taking the time to post on our Xfinity Community Forums page, and thanks @EG for getting it moved over. I appreciate you giving me a chance to look into and resolve your billing concern, @user_l4l7zn. We will be collecting private information to pull up your account, so I ask that you please send a direct message including your full name and service address, and we can get started anytime.

 

How to Send Us a Direct Message:

 

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

0

0

XfinitySara

Official Employee

 • 

2.7K Messages

9 days ago

Hi, @user_l4l7zn! Checking back in on things this morning, I see that we haven't heard from you in a couple of days. Would you mind responding to us directly, in our private chat thread, when you get a chance? I'd love to help in any way I can if you still need us :)

0

0

forum icon

New to the Community?

Start Here