1 Message

Friday, May 26th, 2023 5:25 PM

Charge for movie Luca and Mario

Hi I have called and canceled the payment that made in my account about Luca or Mario. That was may be my 8 years old girls in our home tv but you guys says that is already taking care of it ,that won't charged  . But I check in my monthly bills it says you guys charged and didn't refunded it . 

Official Employee


475 Messages

14 days ago

Hi @user_ad0b31, thank you for thinking of the Xfinity Forums for help with checking into this movie charge. Our team can definitely assist! Can you please send us a direct message with your first and last name and address?

To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message" icon (top right corner)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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


Gold Problem Solver


24.7K Messages

14 days ago

... That was may be my 8 years old girls in our home tv ...

In addition to getting the billing corrected, consider setting up a Purchase Pin on each of your cable boxes/DVRs and in the Stream app and the web portal to prevent this from happening in the future. See https://www.xfinity.com/support/articles/parental-controls-non-x1 and/or https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off and/or https://www.xfinity.com/support/articles/x1-manage-tv-settings-online.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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