Need Assistance with Double Payment on Bill

I mistakenly made a double payment on my bill today. I would appreciate some assistance on the correct procedure to refund one of the payments, if possible. If a refund is not possible, what are my options? Will the double payment be a credit on next month's statement? Please let me know how to correct my mistake. Thank you.

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XfinityAmira

Official Employee

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5K Messages

4 months ago

Hi dacr60! Thanks for visiting our Xfinity Forum, and we appreciate you being a customer with us. The policy for a double payment involves issuing refunds to customers who have created a credit balance on their account due to overpayment. If a customer mistakenly pays more than their bill, resulting in a credit balance that exceeds a full month of services, we can issue a refund. Refunds are not issued for service credit adjustments or fee credits on active accounts.

To better assist you with this, please send us a Direct Message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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dacr60

Contributor

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51 Messages

I sent the direct message. Let me know if you need further information. Thank you for your help.

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4 months ago

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XfinityAmira

Official Employee

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5K Messages

dacr60, We received your direct message and will pick up with you there. Thank you!

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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4 months ago

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user_xg4u42

Visitor

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1 Message

7 hours ago

Hi, I accidentally made a double payment on my cable today for the same amount. Will one just be qualified to go through or will they both go through? If so I would like my refund for the other accident payment please.

Thank you.

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XfinityChristy

Official Employee

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3.1K Messages

user_xg4u42 Hello, and thank you for reaching out. I can understand how concerning it would be to see two payments submitted when you only intended to make one.

I'd be happy to review the account and confirm whether both payments were processed, as well as discuss the available options if a duplicate payment was made.

To get started, please send us a Direct Message with your full name and service address. Once we have that information, we'll take a closer look and help determine the next steps.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

We look forward to assisting you!

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.
Was your question answered? Please mark as Best Answer. tick

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6 hours ago

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dacr60

Need Assistance with Double Payment on Bill

XfinityAmira

dacr60

XfinityAmira

user_xg4u42

XfinityChristy

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