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AmyS75's profile
AmyS75
1st Topic

Visitor

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1 Message

09/10/2026 7:58 PM

credit

We moved hoping to stay with xfinity and used their online portal.  Our move was cancelled by them without our knowledge and we were billed on our old location for over a month.  We have been waiting on credits to our account since the beginning of August and every time we call or chat we get stuck in the bot and it says credit is issued and wait another 7-10 days.  3 times and 3 store visits later I'm wondering how to get a real person and a real credit?  

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Updated 

1 hour ago

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XfinityJeniece

Official Employee

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4.3K Messages

1 hour ago

Hey there, @AmyS75, thanks for reaching out through Xfinity Forums regarding your move. We would love to come to your new address with you, and I hope everything went well with your move. I am happy to take a look at your billing details to ensure you were charged correctly and that the right credits were applied. Can you please send us a direct message with your full name and your full address?

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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