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Saturday, February 17th, 2024 7:55 PM

unauthorized charge of $60.75 on my account and a debt collection notice from Sequium Asset Solutions, LLC.

I have been a loyal customer of Xfinity Internet for almost 15 years. I recently canceled my services temporarily at one of your store locations. The sales representative confirmed that I had no outstanding balance and would not be charged any fees.

However, a few weeks later, I noticed a charge of $60.75 on my card from Xfinity. I contacted your customer service via online chat and explained the situation. The agent apologized for the error and assured me that the charge would be refunded and that I could disregard any further emails from Xfinity about this matter.

To my surprise, I received another bill from Xfinity for the same amount. I tried contacting your customer service again but need help to reach a live person. The agent on the online chat took my number and promised that someone would call me back, but I have yet to hear back.

To make matters worse, I also received an email from a debt collection company called Sequium Asset Solutions, LLC, demanding that I pay the $60.75. This is unacceptable and unfair. I have never authorized this charge and have proof that I canceled my services and did not owe anything to Xfinity.

Please resolve this issue immediately and remove the charge from my account. I also request that you contact Sequium Asset Solutions, LLC, and inform them that this debt is invalid and that they should stop contacting me.

Official Employee

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1.3K Messages

5 months ago

Hello, @user_kjeqnl. Thank you for reaching our team on our Forums page regarding your old Xfinity account. I certainly understand how alarming it can be to receive an unexpected charge, especially when you were under the impression that there was a $0 balance. We can definitely look into your billing concerns here. Please send a DM with your full name and full service address to further assist. 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

1 Message

1 month ago

I have the same issue except for I’m being charged $300. I have spoken to four different customer service representatives showing that I have canceled my account and now they’re saying that unless I pay the bill they can’t even get into my account and as long as I pay the bill, they can refund me the money which doesn’t make any sense. 

Official Employee

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1.3K Messages

Hello, @user_hks5od. I sincerely apologize for the inconvenience this $300 charge is causing you, especially when you've already canceled your account. I'd be more than happy to review this account to see what caused this charge to be generated.

 

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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