Cannot get a refund for an overpayment on my last internet bill...

I canceled my Xfinity internet service on January 4th. I received an invoice for my last month of service which I paid immediately - $129.67. I realized after I made the payment, I paid for service in the month of January because they invoice you a month in advance.

I contacted customer service to verify that my service was canceled and get a refund for the payment. They assured me I would receive a refund within 24 hours.

I called again a week later to check up on the refund because I had not yet received it. They assured me it would be automatically refunded at the end of the billing cycle on February 1st. Again, this did not happen.

I called again this morning and they told me they could not process the refund manually and I would need to wait another 30 days. I asked to be transferred to someone who could process the refund. They said I would get a call back. When I received the call back, they made me verify all the information and explained they could not process the refund, once again.

I've spent more than an hour talking to different reps and being transferred. I've verified all of my information 7+ times to each person I talked to. My last call ended with the person saying they could not give me a refund.

I have an invoice sitting in my account which says -129.67. It's a fact they owe me that money and I should not have been invoiced for that month. They will not refund it. What can I do at this point?

My plan is to make my story as concise as possible and complain on every platform I can. I'm going to spend as much time and effort sharing this experience with potential customers as I did trying to get my money back.

I will also be canceling my Xfinity Mobile plan simply because this issue. I have never complained about service before and canceled other services because of it but here we are.

How can I talk to someone who can actually help me? Why is it this hard to get money back that I should not have been charged?

Responses

XfinityThomasA

Official Employee

•

2.1K Messages

1 month ago

Hey there, paulander15. Thank you for your detailed post and for reaching out to us here for help with your bill. We're sorry to see you go. The billing is prorated to the day and is month in advance billing. It sounds as though the most recent bill may have been printed prior to the account disconnection, and if so; you'll receive one final disconnection bill, stated as such, which will have the prorated charges and credits for services up to the date of the disconnection.

The bill you're referring to is it a standard monthly bill statement, or, it is your final bill disconnection notice? Our team would be happy to help take a closer look too.

If you can please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. 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 "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

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paulander15

Visitor

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2 Messages

@XfinityThomasA Thanks. I sent a message. It must not have been a final bill notice because it said I owed money so I paid it then found out later, it was not the final bill. I now have an invoice with bill credit for $129.67 but I can't get a single customer service rep to refund it. Every time I call they tell me 30 days or 24-48 business days. I was okay with that answer 3 times but after the 4th time, I started asking for an immediate refund. As far as I can tell, that's not going to happen.

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1 month ago

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riotwolf

1 Message

18 days ago

were you ever able to get the refund? i'm having the same issue and i've talked to 8 different customer service reps all telling me different things which are all wrong. they've owed me around $114 for 5 weeks now and still nothing.

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XfinityJamesC

Official Employee

•

2K Messages

Greetings, @riotwolf! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your refund, but 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.

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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18 days ago

0

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user_pxw950

1 Message

10 days ago

I have exact same issue with. and I cannot find the Direct message button too...

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XfinityPeterH

Official Employee

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1.7K Messages

user_pxw950 Typically you would want to start your own public post that way you are staying in the community guidelines and then an offical employee will help you and if needed ask you to send a direct message. Since we are connected here we can still help.

Here is a great step by step process on how to send us a direct message.

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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 appears. Select "Xfinity Support" from that list

An "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

Check out for example on how to send us a Direct Message: https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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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10 days ago

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user_ei03l5

1 Message

16 hours ago

Xfinity sucks! Been trying to get a refund for my father for months. Got the same run around. Now he is dead. I don't even want the refund anymore but I also don't want my poor 88 year old mother to get a "bill" every month reminding her they owe her money. I also found out they were being charged for internet for over a year that they never even used. Crooks!

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paulander15

Cannot get a refund for an overpayment on my last internet bill...

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