New Poster
•
2 Messages
Unauthorized Charge to my card
I was chatting with an Xfinity associate via chat on Friday. I was asking if I qualified for any promotions as I was looking to upgrade a phone on my account. The associate after about 20 min tells me that I have to pay off one of the phones. I was upset with this as I have two phones that were paid and they couldn’t do anything, I said that I will pay off my phone and switch carriers. DURING MY TRANSACTION I NEVER AUTHORIZED XFINITY TO TAKE 291.75 OUT OF MY ACCOUNT! As someone who works in this field and have paid off phones by going into my own Xfinity account and paying, I was dismayed that I went to pay my rent on Sunday only to see my account short. This is not right, and I need my money refunded! I never authorized that man to debit my account. Please retrieve and review the transcript! The Agent did not gain agreement with me to charge my card. Very upset!
XfinityChristy
Official Employee
•
2.1K Messages
18 hours ago
I'm truly sorry to hear about this incredibly frustrating experience with your Xfinity account and the unauthorized $291.75 debit. Finding your account short when trying to pay rent is a very stressful situation, and it's completely understandable that you're upset. You're right to expect to need authorization for any charges. Unauthorized debits are not how we operate, and we take your concerns very seriously.
To fully investigate what happened and review that chat transcript, I need to securely access your account details. Please send me a direct message with your full name and service address. I'll look into this immediately to find a solution for you.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
0
0