$133.20 autopay charge despite payment arrangement – request for reversal/escalation support contact

Hello,

I am writing to formally dispute a charge on my Xfinity account and to ask for it to be escalated to a billing specialist and reversed

Background: I was recently in a car accident and needed to stretch out my payment. On October 23, 2026 at about 6:55 PM, I used the Xfinity Assistant to set up a payment arrangement for my past-due balance. The assistant walked me through the process, and I arranged a payment of $66.60 on October 31, 2026 to my checking account ending in 5**2. (confirmation number supplied when needed)  

What went wrong: On the morning of October 24, 2026, $133.20 was charged to that same checking account via autopay (confirmation numbers supplied when needed). That is double the amount I agreed to, and it was taken a week before my arrangement date. My account was already overdrawn from other bills this month due to the accident, so this charge directly caused me financial harm. The arrangement process should have either paused autopay or clearly told me that autopay would still take the full balance. Instead, I was led to believe the $66.60 on October 31 was the plan I had agreed to.

When I contacted live chat on October 24, the agent (can supply names) told me the payment was still pending and could not be reversed or stopped on Xfinity's end, and that I should contact my bank. A second agent then declined to cancel the charge, stating that I had used the services. I am not disputing that I owe the balance. I am disputing that the amount and timing of the charge contradicted the arrangement I was given a confirmation number for.

What I am requesting:

1. Reverse or cancel the pending $133.20 charge before it settles, or refund it immediately if it has already posted.

2. Honor the payment arrangement as confirmed: $66.60 on October 31, 2026.

3. Turn off autopay on my account, or hold it until the arrangement is complete.

4. Confirm in writing that no late fees, service interruption, or negative reporting will result from this.

5. Reimburse any overdraft or bank fees I incur because of this charge. I can provide documentation.

I have screenshots of the chat transcripts and billing screens and can send them on request. Please have a supervisor or billing specialist with authority to correct this contact me as soon as possible. A written response here is a start but a response by a billing specialist by email is preferred.