RETURNED ACH FEE?

Additional info: this fee is not on my statement! Xfinity is charging me directly to my bank card for a fee that they are pretending doesn’t exist. I do not want to pay 102 for my bill! I would have never signed up if this was the deal I agreed to but I did NOT agree to this! I feel like a crazy person, like this company is stealing from me! If I cancel my service will my card keep getting charged? Who knows! It’s not like I gave you permission to use my info like this anyway!

Good afternoon @patrickc1021 and thank you for bringing this to our attention. We'd be more than happy to assist here on the Xfinity Support Forums.

A fee of $25.00 is applied to accounts when a payment is returned by the issuer (either due to insufficient funds, incorrect routing information, or an expired card), and this fee would appear on your statement and in our billing ledger in the same area where late or disconnect fees would show.

Payments would only be taken from the account if automatic payments is set up or if a payment is scheduled by the customer (either same day or in advance).

If unauthorized charges are appearing on the banking account, we would recommend reaching out to the financial institution handling payment processing to find out more information and a stop-request as needed to block any further charges from appearing.

We do have an escalation process as well for any fees, which we can submit to our billing and finance department to assist if needed--we would ask that you send us a direct message to discuss this, as we do not want any of your private information made available on a public platform. 

To send a direct message:

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

• Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3m17Uu7
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist.