Asking for refund

I stopped my service and returned all equipment in late June. However, monthly payments continued to be drafted from my bank account through the autopay setup. Unfortunately, I did not notice this issue until early October. I have since asked my bank to reverse the payments for September and October, but I am still seeking refunds for the July and August charges.What is especially frustrating is that your customer service representatives have repeatedly transferred me between different people and refused to issue a refund, despite acknowledging that my service was officially discontinued in late June. Even more concerning, Xfinity has continued to generate monthly bills after my service was canceled, even though I have contacted customer service numerous times to explain that the service was terminated and the equipment was returned. The most frustrating experience ever.

[Images Removed: "Personal Information - Chat Transcript"]

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XfinityChristy

Official Employee

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2.7K Messages

19 days ago

user_h8dsfv Hello, thank you for reaching out and sharing your experience. I apologize for the frustration and inconvenience this has caused you. We understand how upsetting it is to see charges continue after you’ve taken all the right steps to close your account and return your equipment. It is never our intention to make a service cancellation difficult, and it sounds like we missed the mark in providing you with a seamless transition. We want to make this right by investigating why the billing continued and how to best resolve this. Our team is standing by to research your account history and get this straightened out for you once and for all. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

We appreciate your patience and the opportunity to fix this.

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user_h8dsfv

Visitor

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9 Messages

I sent a direct message a couple of days ago following your instruction and look forward to your reply. Additionally, I received a letter from Harris & Harris, Ltd. regarding a debt collection matter, which I have formally disputed. I hope this issue can be resolved soon.

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11 days ago

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XfinityJanelle

Official Employee

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2K Messages

Thank you very much for the information. I greatly appreciate it. In order to go over the account, billing, and services, we would need to fully authenticate our conversation thread. In order to do so, we would need to send a 6-digit authentication verification code to the verified phone number or e-mail address on file. Once we send the code, you would have 15 minutes to reply with the code. Which option would work best for you?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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11 days ago

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user_h8dsfv

Visitor

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9 Messages

Please send it to me phone. Thank you.

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4 days ago

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XfinityDena

Official Employee

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4K Messages

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

@user_h8dsfv

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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4 days ago

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user_h8dsfv

Visitor

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9 Messages

@XfinityDena I have already done that? Why do you want me to do it again?

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4 days ago

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user_h8dsfv

Visitor

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9 Messages

8 hours ago

Could you please stop asking collection agency to collect money as there is a dispute waiting to be solved?

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user_h8dsfv

Visitor

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9 Messages

8 hours ago

Please cease using collection agencies to pursue payment while this account remains under dispute. After I disputed the charge with Harris & Harris Ltd. (the first collection agency), you transferred the matter to Sequium Asset Solutions, LLC, which continues to contact me for payment. I do not believe this is an appropriate or fair way to resolve the issue.

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user_h8dsfv

Visitor

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9 Messages

8 hours ago

Please cease using collection agencies to pursue payment while this account remains under dispute. After I disputed the charge with Harris & Harris Ltd. (the first collection agency), you transferred the matter to Sequium Asset Solutions, LLC, which continues to contact me for payment. I do not believe this is an appropriate or fair way to resolve the issue.

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