Visitor
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2 Messages
Help, Xfinity withdrew without my consent
Help PLEASE! I and a single parent and Xfinity left me with $3 in my account. On February 12th my service was suspended so I called to set up an arrangement for them to pull $52.36 on Feb 17th it would turn my service back on. On the 17th they pulled $249.44 and the 52.36. On the 17th I called and tried to speak to them and explain what they did and they never had permission to pull the $249.44. I didn't get anywhere and they would not refund me any money. Fast forward to February 21st I get a notification that they had pulled another $148.63 that I never gave consent for them to pull. so I again contacted them trying to get my money back because I need it to live off of. This has left me with $1.77 in my account for the next week.
So now they have pulled $450 and I have tried everything to try to get my money back. The amount of money that I owed on my bill was the $249. So I go look at my account and it says I still owe 189 still. The only money they credited to my account is the 52.36 THE AMOUNT I GAVE CONSENT for Xfinity to pull. I
I have lost sleep over how my kids are going to eat and how we are going to make it. I don't even have money for their school lunches. This is not fair and I don't understand how it is legal for them to do.
I would greatly appreciate any help or even pointed in the right direction on what I can do.
Thank you for your time
user_f0ea5d
Visitor
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2 Messages
1 year ago
PLEASE help me. I need my money back so my kids and I can have food. How is this ok to do
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XfinityKatie
Official Employee
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744 Messages
1 year ago
Hello @user_f0ea5d I hate to hear the situation you are in! We know that sometimes everyone needs a little extra time to make payments towards their account, so we work hard to work with you on giving you that time! When it comes to payment arrangements, we are not able to set up a payment for anything other than the past due balance. If by the time the payment on the 17th was due and $249.44 was the past due balance, then that is the amount that would be been required to be paid to fulfill the payment arrangement. If you had set up any additional payments outside of the one required for the payment arrangement, then would also come out for the amount set. When it comes to requesting refunds, we are limited to only being able to request amounts for overpayments. If refunding a payment will result in your account having a balance of any kind, then the refund request would be denied by our financial team. If that is the case, then the best course of action would be to work with your bank to return the payment, but this may leave you subject to a returned payment fee.
With that all being said, I would like to review the account with you further to see the best course of action here for you! Can you send our team a direct message with your full name and address so we can assist you further with this? We will be closing here in about 5 minutes, but will get back to you as soon as we are available again tomorrow morning after 6 AM EST.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
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
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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