XFINITY Chat

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user VIKAS has entered room
analyst Krishan has entered room

Krishan

11:56PM

Hello VIKAS_, Thank you for contacting Comcast Live Chat Support. My name is Krishan. Please
give me one moment to review your information.

VIKAS

11:56PM

Krishan

11:56PM

My Issue: BILL OVERCHARGED!

Welcome to Xfinity Billing department, I will gladly assist you with your concern today.

VIKAS

11:56PM

Krishan

11:57PM

Need a Sprvsr.

As I have understood you correctly you want to know the details of the bill, am I correct?

yes

VIKAS

11:58PM

Krishan

11:58PM

Krishan

0:00AM

Please allow me a moment to pull up the details.

While waiting could you please confirm your Email address so that you can get the important
notifications from comcast.

VIKAS

0:01AM

Krishan

0:02AM

VIKAS

0:02AM

Krishan

0:03AM

Need a Sprvsr.

Vikas, please allow me explain the bill details.

Need a Sprvsr.!

No worries, please allow me a moment to transfer the chat to supervisor.

Krishan

0:07AM

Krishan

0:08AM

Thank you for waiting.

Please stay connected I am transferring to my supervisor.

Krishan

0:10AM

VIKAS

0:15AM

Krishan

0:15AM

Krishan

0:20AM

Krishan

0:21AM

Krishan

0:25AM

Could you please confirm me the preferred Email address.

don't remember

No worries, I am almost done.

Thank you for waiting.

I am about to transfer the chat to supervisor.

Please wait, while the problem is escalated to another analyst

user VIKAS has entered room
analyst Rick Daniel has entered room
Waiting for response from Krishan

Rick Daniel

0:25AM

Hi! my name is Daniel supervisor on duty, Please give me 2 - 3 minutes to review your conversation.

analyst Krishan has left room

Rick Daniel

0:30AM

Hi Vikas, I see here that you are having issue with your bill, Correct?

VIKAS

0:30AM

Rick Daniel

0:32AM

Rick Daniel

0:32AM

VIKAS

0:33AM

VIKAS

0:36AM

VIKAS

0:36AM

Rick Daniel

0:37AM

yes

Alright, We will have this fix.

To be sure, Your monthly bill is 29.9/mo (Before Tax), Correct?

no - $19.99 !

paperless

I see, So this was your old package last year, Correct?

VIKAS

0:37AM

Rick Daniel

0:38AM

Nlo this is my new package too!

I mean, This was the same as your old package? I am still investigating when it was added.

VIKAS

0:38AM

Rick Daniel

0:42AM

Rick Daniel

0:42AM

yes

Alright, Here is what I can do for you, Vikas.

I am seeing here that you have the Performance Starter (3 mbps) speed (Supposedly for 19.99),
Correct?

VIKAS

0:42AM

Rick Daniel

0:42AM

VIKAS

IDK

That is your package.

0:42AM

Rick Daniel

0:43AM

Rick Daniel

0:44AM

Rick Daniel

0:44AM

ok

Anyways, Here is what I will do for you.

I will have your package upgraded.

Yes. Upgraded to Performance for 25 mbps (Much faster than your old package) for the same
monthly rate 19.99/mo for 12 months. (Once this expires you will not be able to have this added
back after 12 months.

VIKAS

0:45AM

VIKAS

0:45AM

VIKAS

0:45AM

I appreciate that - however I

hardly download anything - so it would be futile to me.

I had already had this taken care of - by another Sprvsr - I chatted w/ 2 hrs. (after hold)

VIKAS

0:46AM

...and he assured me the bill would be updated - system takes 2-3 days to update

VIKAS

0:46AM

dealing w/ comcast for long time now - I knew it -0 it Never updates!

VIKAS

0:47AM

Rick Daniel

0:47AM

..and then I have to start all over again -explaining myself

I see, It is correct that the same package was added. But our system automatically removes the $10
discount. Possible reason is that you are not under an autopay before.

VIKAS

0:47AM

Rick Daniel

0:48AM

Rick Daniel

0:48AM

VIKAS

0:49AM

like now!

That is why you are having the 29.99/mo

And as I checked your account, You are not on AutoPay

No - I always pay my bill - & I paid $40 approx. for last 2 months - & now I should owe $20

VIKAS

0:49AM

...but system still states $60 x

Rick Daniel

0:49AM

Yes, I understand you pay your bill. But you need to be on AutoPayment so that the $10 discount
won't be removed.

VIKAS

0:49AM

VIKAS

0:50AM

VIKAS

0:50AM

VIKAS

0:50AM

Rick Daniel

0:51AM

IT should be only $20 for this month

No - he told me its for PAPAERLESS

Disc/ I mean

discount

Okay then, I just explained the reason. I can have this added back and correct your bill since you
insist.

Rick Daniel

0:51AM

VIKAS

Give me a minute or two

0:51AM

Rick Daniel

0:57AM

Rick Daniel

0:57AM

ok

Thank you for waiting.

I have successfully processed and added back the $10 discount and applied the $42 credit on your
account.

Rick Daniel

0:58AM

Rick Daniel

0:58AM

VIKAS

0:58AM

VIKAS

0:58AM

Rick Daniel

1:00AM

Now your bill is $20.01

Is there anything else I can assist you with today?

ok - so will your system REALLY update it to $20 this time ?

...or should I pay you to be paid in full now ?

Its already reflected on your account. If you are still seeing $60, You can disregard it and just pay
$20.01.

VIKAS

1:00AM

Rick Daniel

1:01AM

oK PLS. email me this chat log

Please save this chat ID : :7030a08e-8472-496d-8df7-344c7c75172f

Rick Daniel

1:01AM

VIKAS

1:02AM

This is the Chat ID of this whole conversation.

ok Thanks a lot!

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