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user_s4fmu5
1st Topic

Visitor

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1 Message

09/16/2026 9:10 PM

Request to waive off the return fee

Hi,

I am a new customer and this is the first bill cycle. Today, I received a message that the payment was returned due to some error (apologies for that) and a return fee will be charged to my account. I am trying to the bill due but there is not outstanding bill showing on my app. Please guide me through the situation, so that i can pay my bill and I would request to waive off the return charge this time.

Your help is highly appreciated.

Question

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Updated 

49 minutes ago

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XfinitySeth

Official Employee

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1.6K Messages

49 minutes ago

Hello user_s4fmu5 🙌 First and foremost thank you so much for joining the Xfinity family recently! We're thrilled to have you, so the last thing we want is for there to be any confusion about your early billing, especially when returned payments are involved.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be more than happy to look into this for you.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

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

 

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