Visitor
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1 Message
Refund bot received
Hello,
I am requesting assistance from Xfinity Support regarding an unresolved refund issue.
On February 5, 2026, I made a payment of $96.08. That same day, I contacted Xfinity to cancel a scheduled payment of $157.72 set for February 6, 2026, because I had already made a payment and did not want to be charged twice. I was told the February 6 payment was canceled.
However, the $157.72 payment was still processed on February 6.
I immediately contacted support on February 6 and spent over an hour on chat requesting a refund. I was told I would receive a refund to my original payment method within 7–10 business days.
I later received a text message from Xfinity stating:
“Your ticket [Edited: "Personal Information"] for your Account refund request has been completed successfully. There’s nothing else you need to do.”
Despite this confirmation, I have not received the refund to my original payment method, and I am now being told the refund was denied without clear explanation. I have spoken to multiple agents and received conflicting information.
I have been a loyal Xfinity customer for over 5 years, and this experience has been extremely frustrating and disappointing.
I am formally requesting:
• A clear explanation as to why the refund was denied
• Confirmation of where the funds were sent
• The refund of $157.72 to my original payment method
• Escalation to the appropriate Billing Supervisor or Executive Escalations team
If this matter cannot be resolved promptly, I will be contacting my financial institution to initiate a formal dispute, using ticket ECM0019595553 and the written confirmation I received as documentation.
I would appreciate immediate review and resolution
XfinityOrlandoM
Official Employee
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3K Messages
5 hours ago
@user_7zgi9b
Thanks for reaching out to us, if you set up a payment arrangement to make a payment on a certain date you must keep that agreement as any payment you make prior will only go towards your balance and if you cancel that payment arrangement your account would be disconnected due to not keeping the arrangement.
So it's always recommended if you set up a payment arrangement to keep that agreement and let the account auto deduct.
When it comes to refunds, the charges need to post to the account for 15 days before a refund can be processed. Which can cause for the refund to be denied due to your billing cycle which could pass which means you would be billed for the next month of cycle dates which then went wouldn’t leave your account as over paid to process a refund.
I'll be happy to take a closer look at your account to get everything resolved and set the proper expectations.
Please send me a direct message including your first and last name and complete service address
Here's the detailed steps to direct message us:
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