Overcharged

I was notified that Intelrnet Essentials was going to jump from $9.95 to $14.95 in January 2025. Xfinity takes its payment directly out of my bank account each month. And have bank statement to prove it. Dec and Jan were both paid. But I noticed on March 2025 paper billing, in section "Your bill at a glance". The very first line across reads:

Previous Balance............$24.95

Payment Jan 11................- 9.95

Balance Forward...............14.95

New Charges.....................14.95

Amount Due.....................$29.90

So, I reach out via chat. And I'm sorry, but these people have NO IDEA WHATS GOING ON WITH MY BILL. They just continued to transfer me around and around for iver an hour. Even when I requested to speak to a supervisor. No help. Finally one guy says they will take $10 off my bill. At that point I I was so [Edited: "Language"] and angry I said fine. Figuring I need to speak to Xfinity employee in person, in Spokane WA. But heres the thing, Xfinity NEVER charged me for February 2025 in the beginning of the month. At the end of Feb on the 28th, they credited my account with the "Here's $10 dollars shut up and go away money". I received no February accounting statement. But April statement has now changed to my owing $29.90! And they took $19.90 out if my account, applied the $10 shut up money, called it zero $00.00.

And here's my new balance due $14.95.

XFINITY screwed up. Probably EVERYONE'S ACCOUNT. If I paid $9.95 in January 2025. Because they didnt pull $14.95 from my account. The most I would owe for January is $5. So the most Februarys bill would be is $14.95 + $5.00. 19.95. And that seems to work out on paper.

EXCEPT!!! That first bill in question started me out with a balance forward of $24.90.

I paid All my bills through auto deduction, on their time schedule. I have received no notice if billing error or explanation.

I expect when a bill is paid it is recorded and the balance should be ZERO!! Then bill me for the next month. But Xfinity has tangled up all their bills so you can't hardly tell which month is paying for what.

The chat guy I spoke to told me that my January Payment pays for my December Service. I kid you not. Which makes even less sense, because on paper it looks like your paying for the month ahead.

I think Xfinity still owes me $5 or $19.95.

And you bet if I could find cheaper service in my area I would. [Edited: "Inflammatory"] Check your bills, statements, credit cards and make sure those total are RIGHT.

Responses

XfinityDena

Official Employee

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3.1K Messages

1 day ago

I would be happy to take a look at your billing with you @user_3f51e2

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

4

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user_3f51e2

Visitor

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4 Messages

When I look at my account on the Xfinity Website it shows all my payments or what they believe I owe them for exactly like this: Nov-Dec $9.95. Dec-Jan $9.95. Jan-Feb $24.90. Feb-Mar $29.90. Upcoming Statement - $14.95. Current Statement - $14.95.

If I contact you and you can look in my account, your going to explain to me how they charged me $24.90 immediately in he Jan-Feb Statement. Which month am I actually paying for?? Why can't Xfinity just bill for each month- like how a person pays rent. The way it is now splitting the payment over a two month cycle I will ALWAYS be in debt.

I vehemently disagree that started 2025 owing Xfinity $24.90. And On top of that, Xfinity DID NOT take the February 2025 Payment out of my bank account. That's NOT my fault. That's an ERROR on Xfinity. And Feb-Mar Xfinity has neglect to record any payment made, or taken.

This accounting system should record what was paid, or taken out on which day. Not what you believe you can just dip you hand in when you want and take without explanation.

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21 hours ago

0

XfinityDilary

Official Employee

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2K Messages

user_3f51e2 Thanks for the additional details. We'd like to help review the billing and get to the bottom of this. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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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21 hours ago

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user_3f51e2

Visitor

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4 Messages

AH-HA!! So here in lies the problem. I git a new phone number and debit card early Dec. I updated everyone/everthing including Xfinity. And when I received an Email from them saying they were unable to retrieve my Dec-Jan Payment - from my bank. I immediately made the $9.95 Payment. It was Dec 2024 after all. They had not updated my information in my account yet.

As it turns out, that payment should have been for Jan 2025 - $14.95. All I owed Xfinity is $5.00. But In Feb 2025 - Xfinity must have been so overwhelmed that someone dare owe them $5 bucks, and still unable to update my new information to my account on their end. They just didn't retrieve $14.95 for February. Nor inform me my Jan payment was short $5.

On the 28th of February I contacted them through that horrible "chat". Where you never really resolve your issues because you get transferred around and around until you give up. But I guess I was persistent enough in asking for a supervisor, that they offered me $10 credit. Heck yes I took the credit, knowing that I would come back to this again.

What I'm leaving out is I didn't get the Jan-Feb Billing. I got the Feb-Mar Billing. Which like I said earlier claimed I owed $29.90 and new charges. Balance forward and all that.

BUT, IF I OWE FOR SOMETHING I PAY. If I can't by something with cash or my prepaid debit card, I just don't buy it.

Xfinity, if you are reading this, THIS is what I'm going to do. After calculating and searching for answers on how you came up with your numbers. And since I only have 120 days to dispute this...... I owe you $5 for Jan, $4.95 for Feb because of the $10 credit, in March you took $19.90 out of my account. WHICH cancels out the the Feb $4.95.

The only amount I actually owe is $5.00 from Jan. That's ALL. But I REALLY, REALLY want to see my balance at 00.00 or at least see all the credits in my account.

And that is why, I'm going to pay the whole bill from April to December 2025 $134.55 and of course the $5.00, that I may or may not actually owe you.

I really hope your accounting system doesn't pop a gasket and keep billing me for months I've paid in advance.

Anyone reading this, thanks for listening. I'm done.

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18 hours ago

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XfinityKei

Official Employee

•

1.4K Messages

@user_3f51e2 Our team can definitely help you with your bill concerns and credits. To assist and resolve your concerns we need you to meet us in a direct message for more help. As mentioned by my previous colleagues here are the steps to direct message us. • Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

We look forward to assisting 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

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15 hours ago

0

user_3f51e2

Overcharged

XfinityDena

user_3f51e2

XfinityDilary

user_3f51e2

XfinityKei

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