Visitor
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14 Messages
complaint
On August 1, 2025, Xfinity/Comcast withdrew an unauthorized payment of $751.62 from my bank account, despite my prior requests and confirmations that the auto-pay feature was turned off. I am a long-time Xfinity customer receiving cable and internet services. Over the past few years, I’ve made multiple attempts—through calls, chats, and online account settings—to permanently disable automatic payments. Each time, representatives claimed the feature was disabled, only for it to remain active and result in repeated overcharges.
For this particular incident, I scheduled a one-time payment of $314.00 for August 1st, which was confirmed by a representative. However, Xfinity still proceeded to also withdraw an additional $751.62 via auto-pay, which I did not authorize. When I contacted customer service for a refund, I was told they could not credit or refund me. The representatives I spoke with either gave conflicting information, disconnected me mid-chat, or transferred me without resolution. Some were even dismissive and rude.
I have screenshots of chats and confirmations stating that auto-pay would be turned off and that I would only be charged the one-time scheduled amount. However, those assurances proved to be false. Furthermore, every time I follow up, I’m told there are no notes in the system regarding previous conversations.
Xfinity has made no genuine effort to resolve this issue, despite repeated communication. I am now left financially stressed and frustrated due to their inability to fix the recurring auto-payment problem or refund the unauthorized amount. I am seeking a full refund of the $751.62, permanent removal of auto-pay from my account, and accountability for the mishandling of my repeated requests.
XfinityRichard
Official Employee
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2.3K Messages
11 days ago
Hi there, @user_by1ujr ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the inconvenience this is causing you, I can get this escalated. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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user_by1ujr
Visitor
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14 Messages
11 days ago
’m following up to document an extremely upsetting phone interaction I had with an Xfinity escalation supervisor named Mario. Not only was he rude and dismissive, but he also spoke to me in a condescending tone, calling me names and speaking as if I were unintelligent. His conduct was completely unprofessional and deeply disrespectful.
Despite admitting that Xfinity made multiple errors in trying to remove the automatic payment feature from my account, Mario refused to issue a refund or credit, stating there was “nothing they could do” because the full payment had already been withdrawn. This is unacceptable.
I have screenshots and documentation of multiple prior chats and calls where I requested to be removed from auto-pay, along with reps confirming that it would be done. I also have snapshots where reps acknowledged that a refund would be issued—none of which was honored. They admitted fault, citing employee error in failing to turn off the feature properly, yet continue to deny me any resolution.
At this point, I am exploring legal action. I have provided evidence of my requests and their admissions, yet Xfinity still refuses to return the unauthorized $751.62 that was withdrawn after I had already made a one-time scheduled payment of $314.
This is more than a billing error—it’s negligence, dishonesty, and a violation of trust.
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user_by1ujr
Visitor
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14 Messages
4 days ago
I still haven’t received any solution to my complaint
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