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user_pz47r5
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Friday, January 10th, 2025 6:55 AM

WHAT IS THE SUPPORT EMAIL - BILLING ISSUE

I got [Edit: Inflammatory] into a promotion after my previous promotion ended. They said that I would be charged $75 TOTAL (I have the transcripts downloaded)  a month for my internet - a free ipad (which I didnt want) and a mobile line. All I want is internet under $80 a month so after them promising me that my total bill - everything included - would be $75 I went with it. 3 billing cycles later and I am receiving two bills - one for $75 and one for $40. Chat support sends me back and forth between mobile and internet service and there is no resolution. Once again my statement gets released and no discount applied. The extra $40 is for other BILLS - the reason why I signed up for the promotion is because they promised me that I wouldnt have to pay more than $75 because I cant AFFORD IT!!!! They said a ticket was opened and there is no ticket. And before someone says to send a direct message - there is no icon and every link in similar posts brings me to the front of the support page. You guys are [Edit: Inflammatory] and I need a refund . 

Question

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Updated 

3 months ago

 • Edited

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EG

Expert

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109.9K Messages

3 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityMarcos

Official Employee

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2.3K Messages

3 months ago

Hi user_pz47r5, thank you for creating this post and for sharing all of those details regarding your promotional concerns. Coming out of the holidays I need some relief for my wallet, so I totally get why you need this resolved. Typically, when we offer a mobile discount on your internet service, it's for activating a new line. Any promotional discounts like that would be included in the customer approval link that is required for you to review. Do you happen to remember if you activated a new Xfinity Mobile line within 90-days of that order? 

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user_pz47r5

3 Messages

@XfinityMarcos​ Yes, I have an email where I activated the ipad which has a data plan and receive a $40 monthly bill for it. THAT IS THE ISSUE - I was promised $75 total for the promotion, but I have been charged twice $75 and $40 at different times and now my upcoming statement is reflecting $75 for internet and a separate $40 bill on another date for the mobile line.  

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3 months ago

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user_pz47r5

3 Messages

@XfinityMarcos @Xfinity Support how do I get a ticket open so this can be resolved ASAP? - chatting in is not helping as I stated. I have record of all chat transcripts from the very first time getting the promotion to my most recent chat two days ago where I spent 3+ hours trying to get this resolved. 

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3 months ago

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XfinityMarcos

Official Employee

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2.3K Messages

 

user_pz47r5, thank you for clarifying that detail and for sharing your time with me and throughout while you've tried to get support on your discount and promotional concerns. You've come to the right place, I promise I'll stick with you until we get to the bottom of this. Since I need to review your account and help get us going in the right direction, we will need to work together in a direct message. You mentioned that you're unable to view the icon to do so. Are you signed into the Forum with your Xfinity User ID? 

 

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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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3 months ago

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