Xfinity charged me twice and has “no record of it” apparently(:

I seriously hate this company. It is crazy how consistently horrible it is to deal with you guys. You charge fees “by mistake”, your website is not user friendly, your automated phone system is not user friendly… but hey, you have customers confused so they hopefully don’t catch any hidden charges and dispute them - so I guess what you’re doing is working! In just the two years I’ve been a customer you’ve AT LEAST double charged twice me for my monthly bill. This month it’s a random $120 and the rep I talked to in billing had no record of it on your end coming from that specific credit card. HM! So where did the money go? I genuinely feel bad for the customer service reps. They probably deal with so many angry customers a day all because the people who run this company are sleazebags. If you didn’t have a monopoly in the area I live in, I would HAPPILY pay for worse internet to not have to deal with this company.

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Responses

CCSheila

Retired Employee

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1.1K Messages

4 years ago

@user_7a2e26

Hi there! I completely understand your frustration with any misunderstanding about making your payment. This is never the experience we want for you which is why we have various resources and self-service options to allow you more control over your account and services. I am sorry if this has caused confusion, but assure you that it is never our intention to over or double charge your account.

I am here and happy to help make this right, you are in the best hands. Please send me a Private Message with your full name and address to get started.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

user_7a2e26

Visitor

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2 Messages

4 years ago

Hi Sheila, I appreciate you trying to help. However, I am skeptical that you will be able to. As I stated in my first post, I did go to Xfinity billing with this issue. I was told that Xfinity does not have a record of that charge even though it was taken out of the same account on the same day as my regular monthly bill. Since there is no record of it on your end, “there’s nothing to refund.” I was then told I should dispute the charge with my bank, which I just got finished doing. Unless you feel that you can do something beyond that, I would rather not go through the trouble of verifying all of my info with you.

CCSheila

Retired Employee

•

1.1K Messages

I understand your skepticism and would truly appreciate the opportunity to change things around. Generally, disputing with your bank is fine if this was a mistake and should resolve the issue. Otherwise please do not hesitate to give me a shout and I promise to be here until we get this figured out. As a member of an advanced support team we are able to help you at a heightened level, and assure you we are here to provide you the best customer experience possible. That is our number one goal.

Good luck and please do keep me updated! I'd love to hear that this has been resolved.

Going forward, please do not hesitate to contact us if you have any concerns or questions about payment processing or anything else. We are here for you 24/7 and always ready to dive in to help.

4 years ago

user_f768f6

Visitor

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4 Messages

4 years ago

Same experience here. I feel you, would do the same. Looking at alternatives, even using hotspot from my cell

user_ce158f

Visitor

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1 Message

3 years ago

I have the same issue. Were you ever able to resolve it?

XfinityChristina

Official Employee

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923 Messages

Hi, @user_ce158f. We'd love the chance to figure this out for you. Please send us a direct message with your name and address in full. If you can also please include the amount that you were charged in the message as well that way we can try and locate the payments. Keep in mind we will not ask for card information over this platform.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.

Click "Sign In" if necessary

Click the "direct messaging" icon or https://comca.st/3s7az7E

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

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3 years ago

Billing

user_7a2e26

Xfinity charged me twice and has “no record of it” apparently(:

CCSheila

user_7a2e26

CCSheila

user_f768f6

user_ce158f

XfinityChristina

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