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user_acfe27
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Visitor

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2 Messages

10/19/2026 4:41 PM

Trying to confirm a conversation with billing support

I had a telephone conversation this morning with an agent who confirmed that due to a glitch my account was showing I had not returned a flex box a year ago and I was being charged for it. She confirmed that my account had been updated and I would be refunded for the additional costs. I asked for this to be confirmed and she said I would have a text and an email.  3hrs later I have still not received.  Please advise. 

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39 minutes ago

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XfinityMarshante

Official Employee

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1.6K Messages

1 hour ago

Hello @user_acfe27, thanks for taking the time to leave a post. I completely understand your concern, especially since you were expecting an email and text confirming the correction. Sorry you haven’t received either yet. We’d be happy to take a closer look at the account to verify the Flex equipment status and the adjustment discussed during your call. Before we do, have you had a chance to check your spam or junk folder to see if the confirmation email was delivered there?

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user_acfe27

Visitor

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2 Messages

@XfinityMarshante​  I have checked and it is not in spam.

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58 minutes ago

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XfinityMarshante

Official Employee

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1.6K Messages

Thank you for checking, @user_acfe27. For your privacy and the security of your account, 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, we'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. 
  3. Click the "Start new conversation" (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.
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39 minutes ago

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