Disney+ purchase accident

user_jkyqya Oh boy that is a scary bill increase!  I am truly sorry to hear that your 9-year-old son accidentally made an unauthorized purchase of the Disney+ app, especially since you already subscribe through Hulu. Dealing with unexpected charges, particularly one for $189.99, is definitely frustrating, and I completely understand why you need this resolved.

 

While I cannot promise a refund immediately, I would be happy to carefully review your account and investigate this specific charge to see what options might be available to assist you. We absolutely want to prevent this from happening again! Setting up a Purchase PIN on your X1 box is the best way to prevent future unwanted purchases, and I can certainly guide you on how to activate that once we access your account.

 

To look up your account details and start investigating the charge, could you please send us a direct message with your:

• Full Name

• Service Address

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

Once I have that information, I can look into this for you right away. Thank you for your patience!