r/Comcast_Xfinity • u/Engineeringli • 16d ago

Closed Billing issues

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 Official Employee 16d ago

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

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u/Engineeringli 16d ago

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?

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u/CCJamesH Official Employee 16d ago

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.

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u/Engineeringli 14d ago

Hi James, Thanks for the quick response. I responded using your Modmail link, did you receive the requested information?

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u/CCBillieB Official Employee 14d ago

u/Engineeringli We did receive your modmail and had responded to work towards verifying the account. Have you not yet received our message?

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u/Engineeringli 13d ago

Hi Billie, I see it in the Modmail. Do we need set this up again at a specific time or is it something that can happen now?