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user_gzz2fk
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3 Messages

Friday, February 13th, 2026 4:07 PM

How to get billingsupport

1/6/26 placed an order to change channel services. Yesterday the billing department stated they saw the order, but the rep forgot to complete it. Billing rep completed the order and backdated it to 1/6. I have an email stating the order was issued dated 1/6. I am owed a credit from 1/6 to yesterday. The rep said she could process a credit from 1/6-1/10, but her limit is $30. I asked about the rest of the credit and she opened a "case" for the Finance department to review. To I received a stock email only saying my credit request was denied. No other information. Where do I go from here?

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2 months ago

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XfinityAirelle

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3.2K Messages

2 months ago

 

user_gzz2fk Hi there! Our team would be happy to look into this for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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user_gzz2fk

Visitor

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3 Messages

@XfinityAirelle​ I do not see the Direct Message icon.

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2 months ago

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user_gzz2fk

Visitor

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3 Messages

I tried to use direct messaging and it does not show my post. I am in such a billing [Edited: "Language"] and cannot get resolution even though on chat the representatives keep typing they took care of the issue. The original order form 1/6 is still not processed. I finally had to file a FCC and FTC complaint. I do not understand this at all. I have not spent numerous hours on this. Yesterday on CHAT the represented assured me this issue was taken care or and I would see the credit within 10 minutes. On CHAT today, the representative did not see the credits as promised yeaterday.

Next I go to the BBB and I cannot believe I have to take these actions. Amazing. What happened to customer service and doing what you agree to do for the customer? I am stumped as to what to do next.

(edited)

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2 months ago

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XfinityAbel

Official Employee

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167 Messages

Hi @user_gzz2fk thanks for reaching out on our Xfinity Forums, and sorry to hear there's a discrepancy in the billing. We want to do everything we can to help! Please send a direct message including your full name and service address, and we can get started anytime.

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

I've worked with customers who have said they were unable to see the direct messaging option, and had to uncheck "Opt out of Direct Messaging" for the option to appear. Please let me know if that was helpful.

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.
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2 months ago

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