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user_f1x9n3
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Thursday, October 23rd, 2025

Unwanted Peacock Premium service billed to me, unable to cancel and receive refund

I have been billed for Peacock Premium under the "Other service providers" category on my Xfinity bill for over a year now. I have spoken to Xfinity customer service three times about this, and also reached out to Peacock customer service about this, and I cannot remove the charges from my bill. Both companies say that "due to privacy concerns" they cannot access my account in order to process the cancellation and point me towards the other company for a resolution to this problem. I now believe that these are FRAUDULENT charges and that I have been scammed for years now. I do not use this service, I did not sign up for this service, and I do not want this service. If the billing is taking place through Xfinity, then they have the ability to stop the charges. 

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13 hours ago

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XfinityRichard

Official Employee

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2.6K Messages

10 days ago

Hi there, @user_f1x9n3 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the inconvenience this is causing. Please be assured you reached the right person to assist you with your Peacock concerns. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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user_f0cac1

Visitor

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4 Messages

Same problem. Peacock shows on my bills but not my subscription plan. I don't have an account but keep getting billed

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8 days ago

user_f0cac1

Visitor

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4 Messages

Taked to 9 agents this year. They all promise they fixed it. Then same thing happens on the new bill. 

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8 days ago

XfinityMarshante

Official Employee

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649 Messages

Hello @user_f0cac1, thank you for your comment and for bringing this to our attention. Sorry to hear that you are still experience issues with the subscription still appearing on your statement.  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, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 days ago

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user_f0cac1

Visitor

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4 Messages

I do this every month my friend. Asking for cancelation in the live chat and calling the billing department and visiting the store. No use. We even tried to order flex device to cancel it on there, it never arrives. We also deactivated and deleted the peacock account. So now the payment goes to a ghost peacock account that doesn't exist. 

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13 hours ago

XfinityQuemekia

Official Employee

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697 Messages

Hello @user_f0cac1 I am so sorry to hear about the absolutely unacceptable runaround you are experiencing just to make changes to your account. Dealing with this every single month sounds incredibly frustrating. 

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, I'd be more than happy to look into this for you.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon 

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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13 hours ago

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user_f1x9n3

Visitor

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2 Messages

15 hours ago

For anyone following this post, I began a private message conversation on October 26th, and as of today, November 3rd, my problem is NOT yet resolved. I have been told that the technical support team is working on my issue. I followed several sets of instructions detailing how to cancel the service myself, all of which failed to cancel the service. Whenever I get close to actually cancelling Peacock Premium, I will get either a message saying the site is experiencing techical problems or else a notice saying I need to contact customer service for help with my order. I had 4 conversations with customer service before trying out these forums, all of which ended with me being told I was not being charged for someting which is clearly on my bill.

Considering that existing laws enforced by the Federal Trade Commission specify that cancellation of a subscription service must be as easy as signup, Xfinity is really trying my patience right now.

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