Xfinity does not correct their billing error

I signed up for Xfinity basic internet service when I moved to a condo. The Xfinity contract quoted a sale price of $45 per month. But Xfinity has kept billing me $89. When I inquire about what is going on, I am told I have home phone service through Xfinity and that is why the bill is high. But I never signed up for Xfinity home phone; I have Ooma. The agent will say, he/she can certainly take the home phone service off my bill. But the next month, the same $89 bill arrives, and I call again. This has happened 3 times. Last month I again contacted customer service and this time got an email confirming that a change had been made and my bill would be $51 per month (I will settle for close enough at this point). But, once again my February bill is $89. It's hard to say what is going on. I will assume that there is simply a problem in coordinating inquires in the system.

Please correct your errora and refund my overpayments. I think I've been patient, but I am about to involve the attorney general's office.

Responses

XfinityRaf

Official Employee

•

841 Messages

1 month ago

Good afternoon @user_by4cn7. Thank you for taking the time to post here today with your billing concern. If you could send our team a direct message with your full name and full address, we can further investigate.

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message 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 which 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

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user_by4cn7

2 Messages

The reply is not helpful, not a reply, and only adds to my confusion and frustration. After I recevied this reply I direct messaged Xfinity, saying that since Xfinity is billing me, they certainly have my name and address, and my post contains all the information needed to correct their mistake, so I saw little point in repeating myself. I heard nothing back. No one contacted me to clarify what was wanted, or say what Xfinity would do to correct their billing error. However, last week I got a new bill for $19.53, just a bill, with no explanation. I have no idea what it means. Is this my new bill henceforth, an apology, an attempt to refund the money they overbilled, another mistake.... Who knows. Nothing has been solved.

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28 days ago

0

XfinityAldrik

Official Employee

•

2.1K Messages

Thank you for reaching back out to us @user_by4cn7! I see in our last direct message we had asked for the address linked to the account to be confirmed. This confirmation in addition to your full name are security measures required to authenticate the account. We’d love to take a further look with you. Please send us a new direct message with your full name and full address.

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28 days ago

0

Billing

user_by4cn7

Xfinity does not correct their billing error

XfinityRaf

user_by4cn7

XfinityAldrik

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