1 Message

Wed, Sep 8, 2021 11:46 PM

charged twice

Hello, I believe I was charged twice for a remote I bought today. I originally got a message with Xfinity Assistant saying "Hmm, our ordering system doesn't seem to be working. You haven't been charged." So I tried again to order my remote and it went thru. I recently got email having two charges on it for shipping and handling. I only need 1 remote and I need a "XR11" remote, since that one does not work and all of our other remotes are "XR15" for our other boxes. 

Accepted Solution

Official Employee


388 Messages

2 m ago

Hi @user_bb60f1! Thank you for reaching out on the Community Forum for support with these double ship charges. Our team can help. Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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