Visitor
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1 Message
Charged Incorrectly for years
I have being incorrectly charged for an extra TV box for YEARS. I only have one TV box yet every month for the past six years I've been being charged for an additional box+remote. When I discovered this I was livid, I chatted with an agent via the app and they confirmed that I was being incorrectly charged, they opened a ticket and said I should be getting a refund. They said I would hear from someone in 2-3 days but it has been weeks and I haven't heard anything. When I go onto my account it says I have no open tickets. This is incredibly frustrating and disheartening. Any assistance would be welcome.
XfinityThomasA
Official Employee
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3.5K Messages
7 hours ago
If you notice a charge on your Xfinity or Xfinity Mobile bill that doesn’t look familiar, please know that we’re here to help every step of the way. In many cases, charges appear because a product, service, or change was approved by someone listed on the account.
An unauthorized charge, however, would be something that neither you nor any authorized user approved. When this happens, we carefully review your account records—including any email, text, or online confirmations—to verify whether the charge was authorized.
If we’re unable to confirm approval, you may be eligible to dispute the charge. To do so, it’s important to submit your dispute within 120 days from when the charge first appeared on your bill.
Once a dispute is submitted, we’ll complete a thorough review that includes:
Approval records
Account history
Usage details (when applicable)
If approval can’t be verified, a credit may be issued. If the charge is confirmed as authorized, it will remain on the bill. Either way, we’ll keep you updated by phone or email once the review is complete, and most cases are resolved within about 30 days. We’re here to support you through this process and help in every way we can. Please send us a Direct Message.
On a Desktop:
Make sure you’re logged into the forums.
Click the Direct Message icon in the top-right corner of the page.
Click the New Conversation icon to start a message.
Note: If the New Conversation icon is disabled, go to Profile Settings, uncheck “Opt Out from Direct Messaging,” and click Save.
In the “To:” field, type “Xfinity Support” and select the Xfinity Support handle with the blue checkmark to send your message.
On a Mobile Device:
Make sure you’re logged into the forums.
Tap the New Conversation icon.
In the “To:” field, type “Xfinity Support” and tap the Xfinity Support handle with the blue checkmark to send your message.
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