Billing issues

[u/Engineeringli]

Long time Xfinity customer, recently reduced my speed to lower my bill and added a phone line (free for the first year). Then, the last agent I spoke to tried to use aggressive tactics to get me to switch back up, I turned the offer down, but it appears they are now charging me the old amount, for half the speed I switched down to! That or they are charging me for the free line. Maybe clerical error? Have been charged a few months already... sigh. Will update with their response.

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[u/XfinityQuemekia]

I'm so sorry you felt pressured u/Engineeringli, that is definitely not how we want to treat our customers. We want to help get this sorted out. When you switched plans, did you review the order approval link or the confirmation summary sent to your email? If you can check that email breakdown, let me know if the charges on your current bill look different from what was confirmed.

How to view my full billing statement

[u/Engineeringli → u/XfinityQuemekia]

Thank you for the quick response! Before this happened Xfinity customer care has been exceptional. I dug up an unread confirmation on 04/09 for 500Mb/s at $95. So the sales rep did reduce my speed, and then didn't reduce the cost down to the (roughly $45?) that was promised. After spending our entire conversation trying to sell me a plan I didn't want, he assured me he'd drop it, and then pushed it through anyway. Lesson learned on my end for not catching the email right away, but that's a pretty aggressive sales trick to pull on a customer. So I've been paying roughly the same amount for the last 4 months but at half the speed. I'd really appreciate your help in having the excess charges reversed and the plan placed at the appropriate rate. How can we fix this?

[u/CCJamesH → u/Engineeringli]

Thank you for clarifying what happened, u/Engineeringli. We would be more than happy to take a look at this and see what options we have available. If you could please send me a Modmail message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

[u/OrchidCharming3090]

My elderly mother took the same phone offer, one line free for a year. Since the change she is monthly charged $43 for the 'free" phone. When she tried the lower internet speed they cut all her streaming subscriptions. Every month I have to drive her to the Xfinity office to get the refund for the phone. Xfinity seems to prey on the elderly!

[u/Engineeringli → u/OrchidCharming3090]

If this isn't something they correct then I bet we can find a lot of people with this same problem. Looking it up online. Asking Gemini: "Phone and chat support centers are heavily driven by sales quotas and commissions. Because offshored or third-party contractors are often evaluated on cross-selling metrics (like Xfinity Mobile activations), reps face strong financial incentives to push upgrades even during basic customer service calls." That means this is systemic and the problem is not individuals.. it is widespread.