Skip to main content
HoneybeeD
1st Topic

Visitor

 • 

1 Message

09/29/2026 7:02 PM

$138.13 credit confirmed approved but now being told it was denied

I am trying to resolve an ongoing billing issue and have received conflicting information from multiple Xfinity representatives.

An Xfinity representative reviewed my existing ticket and specifically confirmed that a $138.13 credit had been approved and told me it would post to my account. The credit did not post.

Today another representative reviewed the same issue and told me I was not eligible for the credit. I requested escalation to a supervisor, but the supervisor joined the chat and left without resolving the issue. During another attempt, representatives repeatedly joined and left the chat before I could communicate with them.

I am not requesting another ticket or another explanation of prorated charges. I need an Xfinity representative with the appropriate authority to review the existing ticket and previous chat history, determine why I was explicitly told the $138.13 credit was approved, and help resolve the conflicting information.

Question

 • 

Updated 

2 days ago

10

1

0

Oldest First
Selected Oldest First
XfinityAdrienne

Official Employee

 • 

2.4K Messages

2 days ago

Hey there, @HoneybeeD! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the adjustment. I would be more than happy to dive into the account full with you, and provide all the details for you. Can you please send us a DM to get started? 

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

0

0

forum icon

New to the Community?

Start Here