billing help I was overcharged for one and half years

Hello, I am in a frustrating situation. On July 2, 2023, I realized that I was being overcharged each month . There were two debits on my credit card that happened for a year and a half. I was being billed at my old address after I moved in February 2022 and transferred services. I called on July July 2, July 7, July 14, and July 15. Each time, I was on the phone for a great deal of time. I was told that I would be reimbursed for the year and a half that I was overcharged. I requested an email to notify me that I would be reimbursed. My case was escalated and I received a ticket number. It is now July 22 and I have never received a call or an email from a supervisor. I have been a loyal customer for decades and transferred services other times. I have never been double charged. I am turning to media and seeking any advise

Responses

XfinityKatie

Official Employee

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744 Messages

2 years ago

@virginia29 Thank you for taking the time to make this post to let our team know of the billing issues you have been running into. We want to ensure that you are charged correctly and not being charged at two different locations. Please send us a direct message with your full name and address, we'll be able to help look into this further. To send a message, hit the direct message icon in the top right-hand corner of the screen, click "new message", type "Xfinity Support" and select that profile to send us a message directly.

[Edit: Spelling error]

(edited)

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virginia29

New Poster

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8 Messages

@XfinityKatie Hi Katie,

I have a ticket number that I can provide to you.

You recommended a "direct message with your full name and address," but I have already done that and this issue has yet to be resolved.

On several phone calls, I was told that I would be contacted by a supervisor within 3-5 business days via email (per my request as I work during the day).

I was told that my case was escalated.

Again, I never received an email or a phone call.

It was confirmed that I was double charged for several months as I had transferred services.

It was confirmed that Comcast owes me a refund of $2,286.

I would appreciate it if you can help me by looking up my account and verifying the information I have provide to you.

Thanks so much for your help

2 years ago

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virginia29

New Poster

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8 Messages

The issue of being overcharged for a year and half has still not been resolved.

Again, Comcast overcharged me by continuing bill me for my old address after I transferred services to a new address.

So I was billed at my new address and at my old address (where I no longer lived) for a year and a half.

During my 5-6 phone calls, it was confirmed that I was overcharged and that I should receive a refund of $2,286.

I was given a ticket number and told that my case was escalated. I was told that a supervisor would contact me. No-one has called or emailed me.

I made my initial call on July 2 and today is July 25th.

I sent a message as instructed on this forum but I received a response that indicated no understanding of my issue. The message was "Did you contact your bank?"

This is disappointing as I have been a Comcast/ Xfinity customer for many years and through several moves.

The issue of being overcharged for a year and half has still not been resolved.

Again, Comcast overcharged me by continuing bill me for my old address after I transferred services to a new address.

So I was billed at my new address and at my old address (where I no longer lived) for a year and a half.

During my 5-6 phone calls, it was confirmed that I was overcharged and that I should receive a refund of $2,286.

I was given a ticket number and told that my case was escalated. I was told that a supervisor would contact me. No-one has called or emailed me.

I made my initial call on July 2 and today is July 25th.

I sent a message as instructed on this forum but I received a response that indicated no understanding of my issue. The message was "Did you contact your bank?"

This is disappointing as I have been a Comcast/ Xfinity customer for many years and through several moves.

2 years ago

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Again

Expert

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31.8K Messages

@virginia29

Are you still working with the folks at Xfinity Support?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

2 years ago

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EG

Expert

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111.1K Messages

2 years ago

The concern is not "Home Networking" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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virginia29

New Poster

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8 Messages

2 years ago

Hello, I received a message on July 23 (today is August 1) that the overcharged amount should go back to the last card on file. the message stated "The credit amount can be issued as early as three business days or up to thirty days being the max. Our team will follow up to ensure you have received your refund! We are here 24.7 if you need anything in the meantime. For now, we are just waiting for our system to update that adjustment."

Once, I receive the refund, I will update this forum as well as other social media accounts.

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virginia29

New Poster

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8 Messages

2 years ago

As of today, there has not been any refund added to my card on file. I look forward to hearing from you with an update.

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Billing

virginia29

billing help I was overcharged for one and half years

XfinityKatie

virginia29

virginia29

Again

EG

virginia29

virginia29

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