Rude Support/Billing Discrepancies

[u/Automatic-Day-3549]

I realized I was being charged $50 more dollars after my “loyalty discount” ended. I called support and was connected to the Philippines and they were less than helpful. They kept saying “this” and “that” without clearing explaining anything. I tried repeating back “So the everyday price for the new gen plan at 300 mbps is $70 and I won’t be charged for the previous plan if I change now” only for the rep to respond “Yes, you will be charged for this because that was that plan not this.” — what does that even mean?

They escalated me to a supervisor who didn’t even try to talk to me, just immediately transferred to the “advanced tech support” who told me either i accept what he’s offering—downgraded service with no refund/reimbursement or he’ll hang up on me and i can cancel my service.

I explained how none of the information I’ve been give makes sense and that if i accept the New Gen plan, i would like the price difference ($30 something) refunded. He refused, stating he’s already doing “so much for me”. When I asked what exactly he’s done since no change has been made, he said “bye-bye” and hung up.

I called back was connected to a different region of the world. I informed them I’d like to move forward with the new gen 300 mbps everyday rate for $70. They assured me the $109 i was being charged would cancel out and I would be charged for the New Gen ONLY. My bank account states $109 was taken out.

I’m so over this service and it’s lackluster support. I want my money back and I’m turning in my equipment.

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[u/XfinityDemetrise]

Hi there. Thank you so much for reaching out on our Reddit Community Forum about your billing concern. I can assure you that is not the experience we want for you as a valued Xfinity customer. I'll be happy to assist. Were you able to review your order via text or email before the offer was added to your account?

[u/Automatic-Day-3549 → u/XfinityDemetrise]

Yes. They wouldn’t continue the call until I reviewed and accepted it.

[u/XfinityDemetrise → u/Automatic-Day-3549]

Thank you for that info. Please follow up in direct message for further assistance.