Visitor
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1 Message
I was charged $10 3 times for an Xfinity now wifi pass and I still don't have wifi service.
I went to pay for the monthly $10 Xfinity now hotspot, but it continued to give me an error whenever I tried to pay. I attempted 3 times before looking at my debit card statement, only to realize that I was charged $10 3 times. On another note, when i try to log in and use the service i paid for, the website says that my account doesn't exist. So i pad $30 for a service i can't even access to. Why wasn't I given a refund if my service didn't go through? They kept taking my money and yet, I don't have access to their services. I even spoke to customer service already and they told me that "NOW" services are currently down. If that's true, why wasn't I refunded?
XfinitySara
Official Employee
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2.7K Messages
7 hours ago
Hi there, @user_lr1ixd! I completely understand your frustration - being charged multiple times while receiving error messages and unable to access the service is extremely concerning, and $30 is certainly not something you should lose for a service you can't use.
Because NOW WiFi Pass operates as an independent, non-subscription prepaid service, our residential support team doesn't have access to NOW account records, billing systems, or pass processing tools. However, I want to make sure you get this resolved as quickly as possible.
For pending or duplicate charges and account access issues specifically related to NOW WiFi Pass:
1. Pending Charges / Authorization Holds: When payment errors occur online, charges often appear as temporary pending holds on your debit card statement. These typically reverse automatically within 3–5 business days depending on your financial institution once the system clears the failed attempt.
2. Dedicated Support & Refunds: If the charges post permanently, or you need immediate account lookup and refund processing, please reach out directly to the NOW WiFi Pass Support Team at https://www.xfinity.com/support/now and/or https://www.xfinity.com/xfinityassistant/. They have direct access to the prepaid transaction logs and can verify payment failures to process a refund or activate your access.
Thank you for your patience while the NOW team gets this straightened out for you!
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