2 Messages
Money taken from my bank account, without permission!!
I canceled my service 3 weeks ago, due to moving, and effective 9/17/23. Per the representative's advice, I turned off my autopay during the call.
I called this evening to discuss my bill. I asked to be connected to the customer loyalty team. The representative I spoke to told me I had a balance due of $90, which included a month for which I didn't have service (9/21/23-10/20/23) and a late fee. She asked, "How do I want to pay?" I told her that I didn't owe $90 and I asked to be transferred to the customer loyalty team, again. She put me on hold and no one ever picked up.
I logged into my account and immediately noticed that a payment for $90 was made today, WITHOUT MY PERMISSION. That is called an authorized charge and theft. I hung up and called back. I asked for a supervisor. The second rep told me that there were no supervisors available and someone would call me back by 8 PM MDT. Guess what, no one called me back.
I called back a third time and the representative said that Comcast didn't make the charge, nor did I and he was looking into a third party payment. [Edit: Inflammatory] How is that even secure or possible? I asked to speak to a supervisor again and he said no one was available. He proceeded to transfer me to a Refund Department which was an automated service talking about a credit card.
I did not authorize this charge, you took payment for a month that I didn't have service, AND charged me a late fee. SHAME ON YOU! I'm in the middle of a move, need the money, and want my refund of $50 TODAY - not via check (because I don't have an address to send one to, right now), not credited to an account that is closed, and not in two weeks. I want the money put back into my bank account NOW. It would be simpler for you to refund my money back to me vs me filing a dispute with my bank.
I am livid and I will be spreading the word far and wide. This is not the way to treat your customers. You have lost a customer forever! Please do better and give me my money back!
XfinityAldrik
Official Employee
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2.1K Messages
2 years ago
Thank you for reaching out to us @user_06a2d1! This is not the experience we want you to have. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct 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://comca.st/3KQF8q9 for an example.
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user_06a2d1
2 Messages
2 years ago
I'm still experiencing horrible customer service from you. I sent a message as instructed above and not all of my questions were addressed. When I asked the questions again, I got silence - no response. This is exactly what I'm talking about when I say you need to do better. This is not how to treat customers. Please respond to my chat and forward it to a supervisor. Thank you.
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sturner163
New Poster
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5 Messages
2 years ago
This just happened to me tonight. 6.5 hours on the phone so far...
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user_03rqh6
1 Message
1 year ago
Xfinity has now taken 317.50 from my bank account on two occasions - one in September, and now one in October. Nobody seems to know how or why and they can only say I'll get a refund via check in the next couple of weeks. I've been an xfinity customer for many many years and I'm just about done with with BS. I keep taking time out of my day to fix their issues and still nobody can seem to help me or even understand why they keep withdrawing money (without permission) from my bank account.
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user_0zo7w1
1 Message
1 year ago
Same thing happened to me. Except I called for technical support and was told I need to pay my bill before a technician can come out. Which my bill wasn’t even due yet. So I told him I would pay my bill before the due date. So he canceled the technician because I wouldn’t pay my bill with him. After the phone call I went to my account and the password was deleted so I made a new one and checked my account and that agent payed my bill and set me up in auto pay also deleted my password for my account. And they don’t want to do anything about it. It’s a crime!!!!!!
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user_rge14a
2 Messages
1 year ago
I just recently had 514.00 taken out of my checking account from Xfinity for no reason after I paid my bill through Xfinity Mobile it's been 7 days n they are still giving me a run around even after they seen it was there fault it's ruined my family's Christmas they say I'm a gold customer but if that's the way they treat there customers I don't wanna be apart it just want my money back
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user_3cophf
1 Message
1 year ago
This literally just happened to me today, I spoke with an agent trying to call about a bill and I told them not to charge my account, I dont have it. They took the money anyway and took it from a card not linked to my home internet account. [Edited: "Solicitation"]. Then they force you to have a card connected to their mobile account for auto pay
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user_rodwye
1 Message
1 year ago
Happened to me too!! I have their internet home phone with mobile…i cancelled my mobile line last year…they charged my card THIS YEAR twice on a card I’ve never used on the mobile account…and they can’t explain how my information was updated!!! Nor why my account was never close…[Edited: "Solicitation"]
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user_3ruxno
1 Message
1 year ago
They stole $175 from me unauthorized I made a payment They took an extra $175 from me 3 days later and said the app did it I did not authorize it I did not have automatic payment set up They will not give me my money back
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