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user_03595b
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Visitor

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3 Messages

Tuesday, January 4th, 2022 9:20 PM

Closed

Erroneous charge, possible fraud

I had set up to pay my Comcast/Xfinity bills by direct withdrawal from my checking account.   This has been happening for more than 10 years, usually on the 29th of each month.   My checking account was debited by "COMCAST" on Nov 29, 2021, as usual for an expected amount of about $200.   The next day, Nov 30, 2021, my account was debited by "COMCAST CABLE" for $979.31.   As soon as I noticed this, I notified my bank and disputed the charge.   The charge never appeared on my online Comcast account, i.e. there was no billing for $979.31.    Either (1) someone had obtained my checking account number and routing number and intentionally and maliciously took the funds from my account or (2) Comcast made an error and billed my account.   2 weeks later my bank refunded the money to my account, and I have since changed how I pay so that my credit card, not my checking account, is billed by Comcast.   That makes it much easier to dispute charges.   I have tried to notify customer service at Xfinity of my situation, but there is no means for reporting the incident.   I cannot contact Xfinity security and the Xfinity billing department is just too busy to refer me to an appropriate person.   Plus, there is simply the incredible thrashing that one must go through to speak to a live person.   That's why I've written this announcement/post/message.

Question

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Updated 

3 years ago

10.4K

7

CCAaron1

Problem Solver

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954 Messages

3 years ago

Hello, and thanks for reaching out @user_03595b. I would love to assist you with your billing along with anything else you may need assistance with. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message icon
  • Click the "New message" (pencil and paper) icon 
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
  • Type your message in the text area near the bottom of the window 
  • Press Enter to send your message 

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user_03595b

Visitor

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3 Messages

@XfinityAaron 

Sorry but I am not understanding your directions about how to contact you.    They do not match the icons, etc. on my screen.   I would be glad to converse with you.   Contact me at [Edited: "Personal Information"].  My name is [Edited: "Personal Information"].  Service address=[Edited: "Personal Information"]

(edited)

3 years ago

0

CCLuis

Problem Solver

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493 Messages

Thank you for getting back to us, @user_03595b. We appreciate you letting us know that you're having trouble with sending a private message. 

 

Please try sending us a private message using the following instructions: 

 

1. In the top right corner, you'll see a little chat icon. Click this "the direct message" icon or follow  https://comca.st/33K74s5

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.

 

I no longer work for Comcast

3 years ago

0

user_e2eda2

Visitor

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1 Message

3 years ago

This just happened to me as well. Ever since I became a customer of Xfinity a few months ago, I have experienced repeated fraudulent charges on the bank account that I provided to customer service when setting up the account. Agree with all the inconveniences you mentioned above. 

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CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_e2eda2, thanks for reaching out to us here with this concern. This is certainly not the expereince we want for you or any of our customers. Please allow me the opporuntiy to make this right for you To get things going could you please send me a private message with your full name and street address? 

 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://comca.st/3kajO4e
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
•  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
•  - An "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
See https://comca.st/2XfS9FQ for an example.

I no longer work for Comcast.

3 years ago

0

user_03595b

Visitor

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3 Messages

I found it ridiculously difficult to actually talk to someone at Xfinity about my complaint-problem.   End result:  I never talked to anyone in their security group.  They called me once.   My phone was in another room and I got to it a few seconds too late--they had hung up.   They left no message for a person and an extension that I could contact.   So it was start over at the beginning of their impersonal humongous telephone tree.   I gave up.   I have not had a fraud recurrence because I switched my automatic payment to my credit card, rather than my checking account.   That switch makes it much easier to dispute a charge because the Xfinity fraudster, whoever he or she is, is now playing with bank money rather than my personal checking account (i.e. my money). 

3 years ago

0

XfinityJanelle

Official Employee

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1.5K Messages

@user_03595b We apologize you had such an experience trying to get in contact with an agent. Have you checked out Comcast Resources for Fraud and Identity Theft Resolution to assist you with the fraud concern on the account. If you still need assistance please let us know, we are here to help 24/7.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_ff7e36

Visitor

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1 Message

3 years ago

I had the same issue.  My debit card has been billed for 6 months.  My billing was always my credit card. I am using my bank to contact as Comcast has no clear channel.  Billing is over $2K.  

6

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CCAbbie

Problem Solver

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1.4K Messages

@user_ff7e36 Hello and thank you for taking the time to reach out. It is unfortunate to hear you have been having issues with billing. Since this post is a few months old, can you please create your own post if you need assistance, so we can align with community guidelines and help get this resolved.

I no longer work for Comcast.

3 years ago

user_0d0579

Visitor

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2 Messages

I'm dealing with it right now. Impossible to get anyone on the phone and I've been waiting an hour to get the "right" agent to even chat with.

3 years ago

0

XfinityWilliam

Official Employee

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1.2K Messages

Hi @user_0d0579. Please send us a private message with your full name, full service address and a brief explanation about what is going on. We would be more than happy to further assist!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

User_JG48635

Visitor

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1 Message

3 years ago

The same situation has also happened to me recently. I have autopay and the same amount of $175 is taken out every month. The charge always appears as COMCAST on my bank statement. I noticed a charge of over $400 from COMCAST CABLE on 4/18. I called my bank and disputed the charge and told I would hear back within 2 weeks. I received an email 4/26 saying they returned the transaction to the merchant and funds would be available the next day. I checked today 4/27 and it was credit. Then I noticed the same charge of over $400 was taken out on 4/22 and again on 4/25. This is ridiculous. I have no idea what to do because it’s clear my identity wasn’t stolen but perhaps my ACH info was? I disputed the 2 additional charges today and was told the same thing as last time. I’m worried it will just keep happening and keep being taken from my account if I dispute it with my bank. Never had problems before with my bank or Comcast and I’m absolutely ready to cancel both to just end this horrendous mess. 

2

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CCElizabeth

Problem Solver

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908 Messages

Hello @Jakobgallaugher. Thank you for taking the time to leave this comment for our community. What you are describing sounds very alarming and we would love to look further into this issue with you.

Please reach out to our amazing Customer Security Assurance (CSA) Team regarding this issue. Our CSA Team is composed of our top security experts who make sure you have a safe online experience. These security professionals handle issues like unexplained data usage, phishing, spam, infected computers (often called bots), online fraud and other security issues. Customer Security Assurance can be reached at 1-888-565-4329 and their hours of operation are 6:00 AM - 2:00 AM ET/Seven days a week.

 

Please let us and the community know of the outcome when you are able!

I no longer work for Comcast.

3 years ago

user_43373c

Visitor

 • 

1 Message

3 years ago

I am a former customer of Comcast/xfinity.  My HOA switched our cable/internet to another company several years ago to another provider.  I just saw a withdrawal from my checking account on 5/17/22 from COMCAST for $243.10.  I no longer am a Comcast customer, so why is this charge appearing on my account?  Of course I dispute this charge.  Please send me your contact information so I can speak to your Customer Service rep.  I will contact my bank to dispute this charge as well.   

1

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CCDanny

Recognized Contributor

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238 Messages

@user_43373c I would also be very concerned if my bank account was charged for services I didn't have. Our great team of specialists here on the Xfinity forums is here to help you look into the situation.

Please send us a direct chat message with your full name and complete previous service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

Let me know if you have any questions.

I no longer work for Comcast.

3 years ago

0

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