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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!

Send
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VIKAS: My Issue: WRONG AMT.

user VIKAS has entered room
analyst Ederlina has entered room
Ederlina: Hello VIKAS_, Thank you for contacting Comcast Live Chat Support. My name is
Ederlina. Please give me one moment to review your information.
Ederlina: I hope you are doing great!
VIKAS: Need a Sprvsr.
Ederlina: I understand that you have a question about your bill.
Ederlina: No worries, I am more than willing to check it for oyou.
Ederlina: For security purposes of your account, please provide the following:
VIKAS: Need a Sprvsr.
VIKAS: ?
Ederlina: Vikas, to set your expectations, I will be asking you some questions to help guide us
and after we look into your issue, Id love to look at your account to ensure you are getting
the best value for the services you have. Sound good?
VIKAS: No.
VIKAS: I need a Supervisor!
Ederlina: Vikas, may I know why would you like to speak to a supervisor?
VIKAS: wrong bill
Ederlina: I need to know the reason why before I escalate this chat to supervisor or they will
not accept because there is no reason
Ederlina: May I ask what is the wrong with your bill.

VIKAS: Wrong Amt.

VIKAS: ?
Ederlina: Vikas, can you tell more about the bill?
VIKAS: VIKAS: I need a Supervisor!
VIKAS: ?
Ederlina: I saw that you logged on using your account so we do not need to verify security.
Ederlina: May I have 2 to 3 minutes to pul lup the account and check, please?
VIKAS: Yes my bill MAgically doubled from $19.98 to whatever it is now!
VIKAS: Need a sprvsr.
Ederlina: May I have the complete address please?
VIKAS: 38
VIKAS: 384 INKWOOD LN 32310
Ederlina: Thank you.
Ederlina: We want to ensure you're aware of any changes to your services or pricing so there
are no surprises. The message on your bill is to inform you that the promotion that you're
currently receiving has expired already.
VIKAS: Need a sprvsr to rectify that!
VIKAS: ?
Ederlina: The reason why the price went up is because the promotion has already expired.
And the rate $19.98 roll of to its regular price for $39.95
VIKAS: Look - I do not understand why the hell it takes 30 - 45 min. on avg. - just to get a
supervisor!
Ederlina: Vikas, it may took 30 minutes for a supervisor to get the chat, my supervisor is
taking another chat as of the moment.
VIKAS: I'll wait
Ederlina: Okay, nO problem.
VIKAS: I need to go soon. I was Never notified. Do you have the power to change the charges
& switch me to $19.99 program again ?

Ederlina: If you want to go back to your original plan, you may contact our Loyalty
Department at 1-877-4242028
Ederlina: Monday to Friday, 7am to 9pm EST
VIKAS: How much longer its gonna be ?
VIKAS: Sprvsr.
VIKAS: ?
Ederlina: Waiting now to be transferred play bear with me.
Ederlina: please*
VIKAS: OK
Ederlina: Please wait while I transfer you to my supervisor
Ederlina: Please wait, while the problem is escalated to another analyst
VIKAS: My Issue: WRONG AMT.
Waiting for response from Ederlina
user VIKAS has entered room
analyst MichaelDavid has entered room
analyst Ederlina has left room
MichaelDavid: How are you doing, Vikas?
VIKAS: ok
MichaelDavid: That great to know. How can I help you resolve the conern today?
VIKAS: I went to pay my bill online around 22nd as always
VIKAS: ...but it had Magically changed to double the amt. approx.
VIKAS: I finally took 1/2 day off from work to deal w/ it today - as I have already been on hold
for 1.5 hrs.
MichaelDavid: Oh, all right. With that, we will be happy to look into what happened of the
sudden change in rate?
MichaelDavid: I saw that the sudden change in rate is due to the promotional price expires
already.

VIKAS: Well 1st off, I was promised that rate for 1 yr. atleast by the last Sprvsr/
MichaelDavid: You had.
VIKAS: 2ndly I shoulda been notified in advance to shop around
MichaelDavid: Fair point, Vikas. May we ask is there an instance that you were not able to
pay on time?
VIKAS: ...After I saw my bill - obviously!
MichaelDavid: Prior to this current Billing, is what I meant Vikas.
MichaelDavid: I saw that it seems that the price is hight becuase of the late payment fees in
settling your balances.
MichaelDavid: Which it all filed up.
VIKAS: No I had $0 balance before last month 22nd
MichaelDavid: I saw that the last payment you made prior that was lat 23rd of August,
correct?
VIKAS: Sounds right
MichaelDavid: Yeah, the $29.99 stand actually still at the moment but what happened was:
MichaelDavid: There is a prorated charged of $12.90 for the old service you have and
successfully change to $29.99 last 9/11.
MichaelDavid: On that Billing Period you have a due in total of $42.89.
MichaelDavid: Until that time there a late fee of $9.95 as it was not setted and $29.99 for
10/11 making a total of $82.93.
MichaelDavid: All good?
VIKAS: No - last chat w. a Sprvsr. :VIKAS: Now your bill is $20.01 Rick Daniel 0:58AM Is there anything else I can assist you
with today? VIKAS 0:58AM ok - so will your system REALLY update it to $20 this time ?
VIKAS 0:58AM ...or should I pay you to be paid in full now ? Rick Daniel 1:00AM Its
already reflected on your account. If you are still seeing $60, You can disregard it and just
pay $20.01. VIKAS 1:00AM oK PLS. email me this chat log Rick Daniel 1:01AM Please
save this chat ID : :7030a08e-8472-496d-8df7-344c7c75172f Rick Daniel 1:01AM This is
the Chat ID of this whole conversation. VIKAS 1:02AM ok Thanks a lot! Send Notifications
On -Decrease font size +Increase font size PrintEnd Chat
MichaelDavid: For what Billing Cycle is that pertains to, Vikas?

VIKAS: You should have it on your end too - but this is from 7-28
VIKAS: 2016 ofcourse!
MichaelDavid: Yeah, it was all applied.
VIKAS: That's why I always chat cause Comcast staff has a record of saying & doing oposite
things!
MichaelDavid: What I was able to discuss is the Billing after that.
MichaelDavid: That all happened, Vikas.
MichaelDavid: The charges I broke down was after that.
VIKAS: Its simple math then - my bill was paid in full Aug & sept shoulda been the same
VIKAS: ...so I only owe $20 now!
MichaelDavid: It woudl not be as you made a changes on your account by changing to
$29.99 and also becuse of the late payment fee.
MichaelDavid: Do you have access on your Bill online, Vikas?
MichaelDavid: $20.00 was settled, what we are talking about is the Billing cycle after that.
VIKAS: Oh - so you expected me to pay $42.xx on sept 22 ?
MichaelDavid: 09/07 due date has $42.89.
VIKAS: My Comcast bill has Always been due on 22nd - which is when I log in & pay online!
VIKAS: Again - the bill shoulda been $19.98 not $42 something!
MichaelDavid: Correct, what I am pertaining there is when is the period that is should be
reflecting.
VIKAS: ?
MichaelDavid: Do you have the copy of the Billing Date for 10/01/2016?
VIKAS: Look you alrady admitted I shoulda been notified in advance before I was suddenly
shocked by the bill doubling (for 1 month)
MichaelDavid: You were not doubled Billed.
MichaelDavid: The Billing period is correct.
VIKAS: .....& I have spent too much time on this - as always!

MichaelDavid: May we ask do you have the copy of the Bill for Billing Date 10/01/2016?
VIKAS: So if I paid in full in Aug - How the heck did it double from $20 to $42 approx. in 1
month ?
VIKAS: FROM YOUR LAST BILL Previous bill $42.89 Payments received $0.00 Balance before
new charges $42.89 NEW CHARGES XFINITY Internet $29.99 Other Charges and Credits
$9.50 New charges due Oct 22, 2016 $39.49 Total amount due now: $42.89 Total due:
$82.38
MichaelDavid: Correct, you paid, $19.02.
MichaelDavid: After that you have a bill a new Bill of $42.89.
VIKAS: Ok then it shoulda been the same for sept too - but it was double the amt for 1 month
- so I Refused to pay it!
MichaelDavid: That is for $29.99 for the Performance Starter and $12.90 for the adjustment
of prorated charge.
MichaelDavid: Nope, because in between the Billing cycle you made a changes on your
services.
MichaelDavid: It wont be the same with September because you have a different set of
services.
MichaelDavid: Hi Vikas, are you still there?
VIKAS: Anyways, Here is what I will do for you. Rick Daniel 0:44AM I will have your
package upgraded. Rick Daniel 0:44AM 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: ...and I paid i full - so my bill should be $20 again - till I pay $20 again on 22nd of this
month!
MichaelDavid: Prior to that changes you are still being charged for your old services the
reason that you will see that there is $12.90.
MichaelDavid: Have you enrolled to EcoBill and Auto pay?
VIKAS: Yes I get $10 discount for paperless
MichaelDavid: I saw here that you are not enrolled to Auto pay.
VIKAS: Ok I've spent 3 hrs on this simple issue = of Comcast TRYING to Overcharge me once
again!
MichaelDavid: And that is what we needed to be eligible for $10.00.

VIKAS: Are you going to make the correction of making my bill $20 - so I can be paid in full till Oct 22 ?
MichaelDavid: The charges were valid, Vikas.
MichaelDavid: What I can give is $20.00 for the inconvenience, shall we process that now?
VIKAS: What does that mean - I'd be NUTS to pay $80 for a month of service - like its showing
now!
VIKAS: I've Always paid $20 for Comcast internet.
VIKAS: ....& been w/ you long time now!
MichaelDavid: You were not eligible for $10.00 discount because you failed to enroll to Auto
Pay, Vikas.
MichaelDavid: So the charges were valid for $29.99.
VIKAS: Nope - last guy assure me!
VIKAS: That's why my bill had been $20!
VIKAS: Pull up my bill before Sept!
MichaelDavid: You were given back $19.99 if you will enroll to EcoBill and Auto-pay.
MichaelDavid: It is a new contract, Vikas.
MichaelDavid: And upon checking that you were not enrolled to Autopay.
MichaelDavid: Which invalidates the $10.00 discount that supposed to be applied on your
account.
VIKAS: He assured me he was making the necessary changes to insure my bill was $20 from
then on!
VIKAS: ..and it was !
MichaelDavid: So, for September you have $12.90 for the prorated charge and $29.99 for the
new Bill.
MichaelDavid: It should be the case, however, you failed to enrolled with the Autopay, so
how we can apply the $10.00?
VIKAS: VIKAS: He assured me he was making the necessary changes to insure my bill was $20
from then on! VIKAS: ..and it was !
VIKAS: ...that's why I gladly paid it!

VIKAS: All this was resolved - just on 7/28

VIKAS: ...& all this begins all over again!
MichaelDavid: It was all setted correct on that date.
MichaelDavid: What we are discusing about is the Billing After.
MichaelDavid: $12.90 is the proration charges becuase you made that changes on that
Billing Period.
MichaelDavid: You were charged $29.99 becuase the $10.00 discount was not applied
because you only enrolled to Ecobill but not Auto Pay.
MichaelDavid: What was the confusion for that?
VIKAS: LAst Sprvsr assured me he made necessary changes in your system to give me the
credit!
VIKAS: EVERY MONTH
MichaelDavid: It is not a credit it will be a discount, and the condition is if you will enroll both
to EcoBill and Autopay.
MichaelDavid: Which you were not able to do so, is that right?
VIKAS: It was Never explained to me - & my bill was the correct amt. - which is All thay
matters to me!
MichaelDavid: I believed that you were well informed that you must enroll to it for the
discount.
MichaelDavid: So, shall we process the $20.00 credit or no?
VIKAS: What would my bill be then ?
MichaelDavid: It will be $62.83 but the $20.00 credit will reflect on the next Bill. So we must
settle first the $82.63.
MichaelDavid: Next Month bill will be $9.99.
VIKAS: You'r wasting my time - I'm not paying $60 for receiving 1 month of service!
MichaelDavid: Be reminded that month after next month it will still be at $29.99 moving
forward.
MichaelDavid: $82.83 is for 2 months of service not 1.
VIKAS: I need it down to $40 for 2 months - just tell me what to do to my acct. online.

MichaelDavid: You would have to call Loyalty Department to help you applying for the
discount for Ecobill. Would you like me to give their number?
VIKAS: What is that - I already have paperless
MichaelDavid: The discount for $10.00 was not applied to make the pricing of your services
from $29.99 to $19.99 because you were not enrolled to Auto pay.
MichaelDavid: So we would need to call them so they can add the $10.00 discount and
please be informed to enroll for both Ecobill and Autopay, so it will not be removed, okay?
VIKAS: Pls. give me the discounts you are able & tell me who to call next. I have limited
interent usage & cannot afford more than $20 per month!
MichaelDavid: I will be able to credit the $20.00 that will appear on the next Bill and here is
the number you need to call Loyalty/Retention: 877-424-2028.
MichaelDavid: Shall we proceed now processing the $20.00?
VIKAS: yes
MichaelDavid: All dohne. anything that we can help you aside from this?
VIKAS: No thanks.
MichaelDavid: I highly appreciate your patience and cooperation through out our chat
session
MichaelDavid: We are all set. You may now close our chat session.
MichaelDavid: Thank you for contacting Comcast. Have a wonderful day. Cheers!
The analyst has left and your issue has been closed.
MichaelDavid: Analyst has closed chat and left the room
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