Billing dispute Xfinity WiFi

New Post - Billing

Hi, a few days ago (07/20 I believe) I was having some serious issues with my esim and was trying to obtain a physical sim. It involved 6+ hours between Xfinity Assistant/calls and another 6+ hours on two separate days in store to resolve this. Anyhow, while on Xfinity Assistant the employee helping me offered to upgrade my Internet to the 1 gig Internet. I had recently been in store and changed my plan from the 300mbps to 500mbps plan @$45 a month as the promotional 1st year had ended, so I was honestly skeptical of making any additional changes. However, the employee told me it was a 5 year rate plan and it was only a few dollars more ($50.95 per month) so after asking various times if he was positive it would only be 50.95 a month, all taxes and fees included, that my bill would not be a penny more than the quoted number, I relented.

Well today the payment was taken out. It was 70.95. Looking at my bill I see an equipment service fee of $15. I also went to the "change services" tab that opens on the website to try and see more and noticed it shows my current plan as $60 a month. Sadly during the conversation the agent had disconnected from the chat before I could save the transcripts, but I would like if someone could help verify the conversation logs and honor the rate quoted by the representative as well as credit back the amount overcharged.

TLDR:

I am disputing a billing increase from $50.95 to $70.95 On 07/20, I upgraded to the 1-Gig plan on a live chat. I explicitly asked multiple times if the quote of $50.95 included all equipment, taxes, and fees, and the agent confirmed yes. The agent then disconnected the chat before I could save the text. Please pull the internal interaction logs for my account from that date to verify this promise. I would like Xfinity to honor the rate quoted by your representative and credit back the account.

Posted Jul 27, 2026, 6:58 AM UTC

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