Visitor
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1 Message
Equipment billing dispute closed without a resolution
I need help with an unresolved equipment billing dispute. My escalation ticket was marked completed, but neither the text nor the ticket page gives a refund decision, amount, or explanation. The supervisor chat ended while my account was being reviewed, and live chat will not reconnect.
Please have the billing or equipment research team review the full charge history and equipment return records. I want all incorrect charges refunded, not just a three-month adjustment. I can provide the ticket and device details privately once staff advise how to proceed.
XfinityEva
Official Employee
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2.7K Messages
11 hours ago
Hi @user_op5fol thank you for reaching out and I apologize for the inconvenience of the chat closing on you. You should be receiving an email with the resolution of the ticket. If you have not received that please send us a direct message with your full name and service address to get started.
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.
For an example of how to send us a Direct Message, check out this link
How to direct message within the forum
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