2 Messages
No confirmation email received after chat agent gave me plan promo?
Hello, last week on March 27th or 28th I used the chat support because my new customer promotion expired and my bill went from $35 to $104 for the same internet service. The chat agent was able to offer me a new promotion so I'd only pay around the same $30 amount. I never received the confirmation email they said I would so I contacted support again who said I would receive the email in in 24 to 48 hours and I still haven't after double that time. When I try viewing my account it still shows my bill as $104 and I can't even view my plan to see what's going on because it gives an error saying to contact support.
Can someone help me find out if the promotion was actually applied and if my bill going forward will not be $104? Thank you.
XfinityDena
Official Employee
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3.1K Messages
4 days ago
@user_55svk3
I know it can be a bit confusing after any change, so I will try to clear up the confusion for you! When you make a package change a few things will occur. First, you'll receive a copy of your order summary at the email address listed on your account. If you did not get this you can also find it at http://xfinity.com/myaccount. Next, you will have prorated charges/credits applied to the account and if your billing statement was printed before the changes your MyAccount will reflect a statement balance and not the current balance. Let me verify the account to check on the balance.
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
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user_55svk3
2 Messages
4 days ago
Support was NOT helpful solving this issue. I was promised a promotional plan for $30 by the first guy who never followed through and then this one comes and says that never happened and it's suddenly going to be $65 at the cheapest. No thanks.
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XfinityDena
Official Employee
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3.1K Messages
4 days ago
@user_55svk3 Thank you for working with me to review the account. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend!
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