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user_kif2qx
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Visitor

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3 Messages

Monday, August 10th, 2026 8:46 PM

Unauthorized payments

recently myself and a few other co workers that have Xfinity have experienced payment arrangements being made without or knowledge. This is not ok. Meaning that money will be deducted from your account without authorization. Why is this happening?? This is something that needs to be fixed immediately. When calling Xfinity customer service they seem to not understand what you are saying and then want you to set up an arrangement. Sorry but for the amount of money we pay for the service we should not have to experience the difficulties of the language barrier with eh customer service reps or the system glitches with payments be arranged without the customers approval. Someone reach out to me if not maybe its time to disconnect service.

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8 hours ago

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XfinitySean

Official Employee

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861 Messages

1 day ago

Hi user_kif2qx, thanks for taking the time to reach out on the community forums! I can completely understand being concerned if an arrangement was set up without your consent. Did you see that the arrangement was in place when logging into your account, or did you receive a notification via text or email about it?

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user_kif2qx

Visitor

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3 Messages

8 hours ago

I saw  the arrangement was in place once I logged into my account. I never received a text or email regarding the arrangement. This also just happened to another co-worker yesterday.

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XfinityEva

Official Employee

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2.6K Messages

You would have received emails about the setup and what to expect from your payment arrangement. If you currently have a past due balance is when this option would show up when you sign in to the app or online. So, if you do not have a past due balance we may be looking at a different item in the charges. Let's take a look at your account and see what is going on. We can also update here any steps we take to help others who may be experiencing the same concern. 

 

Can you please send us a direct message with your full name and service address to get started? 

 

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.

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

How to direct message within the forum

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