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Monday, February 12th, 2024 6:32 AM

Canceling payment

I had scheduled a payment, then canceled it the same day because I knew the funds would not be available, it’s 1am and Xfinity still took the full payment, when I was only paying the past due to begin with. I am so upset right now! I need this payment to be canceled asap! 

Official Employee

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1.2K Messages

17 days ago

Greetings, @user_pg3twe! Thanks so much for taking a moment out of your busy day to leave a post on our community forum about these billing issues. You have definitely come to the right place for assistance.

 

If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

2 Messages

@XfinityJamesC​ I am not seeing this “bell” or anywhere that is giving me an option to send a direct message? 

Official Employee

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1.2K Messages

17 days ago

Thank you for letting me know, @user_pg3twe! Our good friend, @BruceW, created this excellent explanation for us!

 

To send a private message to Xfinity Support from any Forum page:

  • Click "Sign In" (if necessary - there will be a visible prompt)
  • Click the "Direct Messaging" (square speech bubble) icon
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • As you are typing, a drop-down list will appear. Select "Xfinity Support" from that list.
  • An "Xfinity Support" graphic should replace the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

See https://comca.st/3kYXwkR for an example

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