Visitor
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2 Messages
Multiple months charged for TV service
We use Xfinity for Internet (cable). During a routine call with an Xfinity rep on 10/14/25 to discuss options for going with fiber, a review of our charged uncovered a substantial issue. We were being billed for cable TV, despite never asking for this service, and never having a cable box. The issue appears to go back to 2019 when we established our account while living in an apartment in Philly, and the error followed us to our house when we moved out of that apartment.
An *estimate* of what we overpaid is:
5 years x 12 months = 60 months
60 months x $50 = $3000
On 10/14/25, the rep removed the cable TV for that moment moving forward, but we are still trying to get satisfaction for the previous charges. It has been over a month now (11/17/25), and despite navigating Xfinity's terrible phone support multiple times, we can't seem to get anyone capable. One rep from the Loyalty Team, Ruby, did a detailed analysis of the past few years and determined the issue was with a Choice Double play bundle of some sort, which did not convert properly after it was discontinued, leaving us paying for something we didn't want. Also, there was no confirmation of us ever signing up for cable TV.
We "cut the cord" as early a 2012 before moving to Philly. Why in the world would we add it in 2019? So I maintain this is an issue on Xfinity's side and would like a competent *supervisor* to review this. The last two people I spoke with (including Ruby) said they would call me back with an update. But days go by with no update. We are now on week 4 of this debacle and we simply want it resolved with an appropriate refund of the wrongfully charged amount.
XfinityNatalie
Official Employee
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457 Messages
8 hours ago
Hey there, user_x92b8n! Thanks for posting on our XFINITY Community forum. We understand how important it is to ensure you have received a final resolution to your refund request. Rest assured, you have reached the right place for assistance. We would be more than happy to look further into this for you.
Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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