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user_oyados
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Visitor

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1 Message

09/29/2026 3:28 PM

Billed $45.67 for service never installed, chat agent refused to open a case

My home has no coax connection, so Xfinity service was never installed despite several technician visits. Xfinity credited my account twice for the problem. I ordered disconnection on Sept 17, but I was billed $45.67 for Sept 18 to Oct 17. On Sept 29, a chat agent said the charges were valid, wouldn't open a case, and said he was the last point of contact (chat ID -1897868413096080016). I'm requesting that the balance be removed and the balance held from collections. Can someone from the care team please review this?

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2 hours ago

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XfinityThomasD

Official Employee

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2K Messages

2 hours ago

 

user_oyados I'm sorry to hear that service couldn't be installed to your home, and can understand the billing frustration there. Our team can help look further into this for you. Please send our team a direct message with your full name and address.

 

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:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "Start new conversation" (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

    How to: Direct messaging within the forum

 

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