Visitor
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1 Message
I was overcharged for 2 years for a service I DID NOT AUTHORIZE
As recent as today I talked to the 5th agent/supervisor concerning going into my bank account at least 3 times to withdraw unauthorized funds resulting in 2 returned check fees (that were immediately credited back to my account) and right after this happened they again tried withdrawing an unauthorized payment that was successful only to put me in another situation with a company that I did authorize to withdraw a payment, but the funds weren't available because Xfinity processed an unauthorized payment first in the same day. I disputed this and was immediately refunded the unauthorized funds but because of their error it resulted in me having to call the other company in hopes of not getting a returned check fee, I'm still waiting for dispute desicion. During one of the calls with an agent I was reviewing my bill and noticed a $17 charge that said "add on" I asked what is this charge for. I was told I added a bundle to my account HBO, FOX, and ESPN which I had NONE of those channels. I was only supposed to have the very basic package and nothing more. So on top of them going into my bank account unauthorized 3 times I'm learning that since April of 2024 that I was being charged for a bundle package I never had or signed up for. At this point they gave me a reference number and the agent was putting in for a dispute of charges, I was told I would be contacted after they investigated only for them to never call me , email me, NOTHING! I called today to follow up and was told the ticket was closed (mind you I was never contacted back about this dispute) the dispute was on my favor but they could only reimburse me 120 days NOT THE 24 MONTHS I PAID $17!!! Are you kidding me! I was also told they would give me a $40 courtesy credit for the five phone calls that resulted in over 7 hours concerning the unauthorized payments and the 2 year of being overcharge for something i didn't have, I did not order. So get this the agent then returns and tells me he apologizes but I would only be getting a $68 credit for 120 days of unauthorized charges that he could not give me the $40 courtesy credit. Really?? Why would you tell me that I would be getting that courtesy credit and then come back and tell me I wouldn't. I'm already super upset that I was only getting $68 of the $508 overcharge because "they can only go back 120 days for a credit" What is going on here, unauthorized add-on and unauthorized going into my bank account. I need this fixed, I am not ok with this, I'm sick to think if even one more second on the phone to try and clear up their errors.


XfinitySean
Official Employee
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613 Messages
2 hours ago
Hey there user_esg3in, we appreciate you reaching out here on the community forums! Sorry to hear that you've had that charge on your account for the past two years. I'd first like to note that the agent you spoke to was correct. The charge has been present on the bill for that time, and per the Xfinity Residential Services Agreement, we must be notified of a billing dispute within 120 days of the occurrence. That said, our team would still be more than happy to look over the account to see how we can help! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!
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• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
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