2 Messages
Fraud--Payment posted to my account from false bank account (when I paid by debit card)
I made a payment by phone in July with a debit card. Didn't notice on my emailed receipt that it said it came from a bank account ending in 4 digits that no one in my house has. Now a month later I received an email saying the payment was returned. The debit card charge is still on my account and the phone number attached to it was a third party bill paying service that says they take the Xfinity payments. I tried doing the xfinity chat support for over an hour and got no where--the customer service rep didn't seem to believe me. So I need to figure out how to get my money I paid applied to my account since this was obviously fraud. I mean do I report it to law enforcement? Some kind of business bureau? Hopefully this reaches someone that can help
XfinityPeterH
Official Employee
•
2K Messages
2 years ago
Thank you for your post @karli2067 and trust me if I was in your shoes I would be reaching out for help too. We are here and happy to make sure everything is resolved properly. Would you please send us your full name and complete address in a Direct Message?
Here are the steps for doing so:
(Full credit to @BruceW for this excellent explanation!)
"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://forums.xfinity.com/direct-messaging
• 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://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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karli2067
2 Messages
2 years ago
I have done that twice now. both messages have sent but it has a red line under that says "couldn't send" so unsure it it went through or not
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