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user_9uao8o
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Thursday, February 26th, 2026 1:33 AM

Requesting One-Time Overage Credit - Multiple Support Refusals

I am writing to request assistance with a data overage charge on my recent bill. I have been a loyal Xfinity customer for 29 years and have a strong payment history.

I recently exceeded the 1.2TB data cap and was charged for over-usage. I have already utilized my "courtesy month" in the past, but this is an isolated incident. I have contacted customer support twice via phone/chat, and both times the representatives were unable or unwilling to offer a one-time courtesy credit despite my long-standing relationship with the company.

I am requesting that a representative with billing authority review my account and consider a manual, one-time credit for these charges. I would also like to discuss whether my current plan is still the best fit for my household needs to prevent this from happening again.

I look forward to a resolution. Thank you.

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7 hours ago

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EG

Expert

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116.3K Messages

10 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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user_9uao8o

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6 Messages

@EG​ Thank you for doing it 

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9 hours ago

EG

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116.3K Messages

@user_9uao8o​ Quite welcome !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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7 hours ago

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XfinityJeffB

Official Employee

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44 Messages

10 hours ago

Hello user_9uao8o Thank you so much for being a long time customer, and thank you for reaching out to us in our Xfinity Forums. We are always here to help; and happy to talk to you about your needs to make sure you have the right service for your household. Do you recall how long ago your courtesy month was? 

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user_9uao8o

Visitor

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6 Messages

10 hours ago

Dear customer support,  

Please look at the request above. 

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XfinityJeffB

Official Employee

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44 Messages

We are happy to assist user_9uao8o, but to do so we need more information that is best kept private.

 

If you would, 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. 

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.

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

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…

 

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 a reply as the Accepted Answer.tick

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10 hours ago

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