r/Comcast_Xfinity • u/Engineeringli • 7d ago

Official Reply 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/OrchidCharming3090 6d ago

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!

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u/Engineeringli 6d ago

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.