Visitor
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1 Message
EXECUTIVE ESCALATION – DUPLICATE CHARGE, MISSING REFUND, SERVICE DISCONNECTED – ACCOUNT REVIEW NEEDED
My name is [Edited: “Personal Information”]. I am a Veteran, full-time online student, and work-from-home professional. I am requesting assistance with a serious billing issue that has not been resolved through multiple support attempts.
[Edited: “Personal Information”]
On February 21, 2026, I made a one-time payment of $322.23 via Apple Pay. A second payment of $322.23 was processed on February 27, 2026 from my checking account. On March 2, 2026, I was notified of a payment reversal.
I contacted support at that time and was told the payment had not cleared or would be returned. Based on that information, I had no reason to believe there was an issue.
However, after reviewing my bank statements, I confirmed that the funds were in fact withdrawn and never returned. This directly contradicts what I was told by multiple agents.
To clarify:
- No formal dispute had been filed at that time
- I reported this issue to multiple chat agents
- Each agent reviewed it but no resolution was provided
As a result:
- I was charged twice for the same service
- My bank account is now negative due in part to this issue
- My internet service was disconnected on May 1, 2026
I attempted to request a short extension until May 11, 2026 or have the account credited in place of the missing refund, but this was denied.
I want to be clear—I value Xfinity service and do not want to leave. I am simply asking for a fair resolution.
At this point, I am requesting:
- Investigation of the March 2 payment reversal
- Proof of refund or confirmation of where funds were sent
- Credit of $322.23 to my account in place of the missing refund
- Immediate service restoration
- Temporary extension or arrangement
This issue has impacted my ability to work and attend school, and I am requesting assistance from a higher-level team.
XfinityMelinda
Official Employee
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140 Messages
12 days ago
Greetings @user_tj3yih! Thank you for reaching out to us on our Xfinity Forum! We appreciate the time you took to share this detailed explanation, and we apologize for the stress and disruption this situation has caused, especially given how it’s impacted your work, school, and finances.
We absolutely understand why this is concerning, and we want to help make things right! Because this involves billing transactions, payment reversals, and service status, we’ll need to take a closer look at your account directly. We want to ensure this is reviewed thoroughly by the appropriate teams and that any missing payments or credits are properly investigated.
Please send us a direct chat message with your full name and complete service address to "Xfinity Support", so we can securely access your account and assist further. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
Once we receive your message, we’ll be able to review the payment history, investigate the reported reversal, and work with the appropriate teams to address service restoration and next steps.
We look forward to helping you further.
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