1 Message
refund
I paid my bill and 2 days later an automatic payment came out. i did not knowingly sign up for automatic payments so i asked for a refund.
I have spoken with five agents and each has said the money will be refunded in 24-48 hours. That has proven not to be true. It has been weeks and no refund. meanwhile my budget is shot.
How do I go about finding out when I will get my refund, and then actually getting it?
XfinityJamesC
Official Employee
•
2.1K Messages
2 years ago
Greetings, @user_26485a! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this double payment. You have definitely come to the right place for assistance.
Under normal circumstances, if a double payment causes your account to have a negative balance (credit), the extra payment can be refunded back to your payment card within 3-5 days, depending on how quickly your bank processes refund requests.
If the total balance due on your account was more than the combined payments, or if the account still has a balance after both payments have posted, we are not able to issue a refund on either payment, unfortunately. This can also happen if a new bill is issued before the refund request goes through, leaving a balance on the account.
It sounds like you already worked with someone to request a refund, however, so I would like to take a look at the request and see what happened. If you could 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, I'd be more than happy to look into this for you.
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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