Xfinity is double charging me and refuses to do anything about

Xfinity created two accounts under my name and is charging me for both. The accounts are inextricably linked to my credit and I can't stop the autopay. I have called Xfinity several times and they say there is nothing they can do about it. I requested that they remove my card from autopay and the company hasn't complied.

One account is legitimate, but the second secret account they created does not show up on their website or any of their billing notices. If I wasn't diligent in checking my credit card bill they would have got away with it.

I have never had customer service so bad in my life. The website crashes almost all the time. It's so hard to get a human on the line, and when they do they are completely useless. It's ridiculous that such a big company can't simply fix their billing system. They admit that the second account is spurious but then say there is nothing they can do on their end to fix it. I regret signing up with Xfinity. I could cancel my credit card but that is not something I want to do because of their incompetence. I use my credit for so many other things. I have filed complaints with FCC and BBB. My guess is they've been secretly doing this to many customers and getting away with it.

Responses

CCEdgardo

Problem Solver

•

513 Messages

2 years ago

Hi there, @user_e039d6. Thank you for reaching out to us via our forums. We will be more than happy to look into your billing concerns.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a direct message:
• 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

2

0

U

user_e039d6

Visitor

•

3 Messages

@CCEdgardo

Xfinity sent me a written response and told me that the only way to get this resolved is to go to the Xfinity store and present my ID and valid proof of residence. I went to the store and presented this information and they told me there's is nothing they can do. Only the fraud team can resolve my issue, when in fact it is the fraud team that told me only the store could resolve the issue. So essentially I'm just going in circles. I asked several times in the store if the customer rep could contact the fraud team and she refused.

The customer rep told me one solution would be to remove my autopay, and drive to the store every month to pay my bill in cash. This is an unacceptable solution for me. The lack of communication between the in-store reps and the fraud department is extremely unprofessional and disappointing.

2 years ago

0

XfinityMarcos

Official Employee

•

2.3K Messages

@user_e039d6, I'm sorry you've had to spend so much time getting to the bottom of your fraudulent account concerns. I can imagine how frustrating it is to deal with, it's never fun to see something on your credit score that shouldn't be there. I'd love to review your account and help move us towards a resolution. In order to get started can you please send a direct message to Xfinity Support with your full name and full address 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.
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

2 years ago

0

Again

Expert

•

31.4K Messages

2 years ago

@user_e039d6

I'm curious as to what your billing statements say? Are they showing the double payments?

0

U

user_e039d6

Visitor

•

3 Messages

2 years ago

Update:

Xfinity sent me a written response and told me that the only way to get this resolved is to go to the Xfinity store and present my ID and valid proof of residence. I went to the store and presented this information and they told me there's is nothing they can do. Only the fraud team can resolve my issue, when in fact it is the fraud team that told me only the store could resolve the issue. So essentially I'm just going in circles. I asked several times in the store if the customer rep could contact the fraud team and she refused.

The customer rep told me one solution would be to remove my autopay, and drive to the store every month to pay my bill in cash. This is an unacceptable solution for me. The lack of communication between the in-store reps and the fraud department is extremely unprofessional and disappointing.

1

U

user_4089a6

Visitor

•

13 Messages

@user_e039d6 if you go to the store they will open a new account as the accounts are linked to the modem serial numbers I believe! [Edited: "Solicitation"] [Edited: "Personal Information"]

(edited)

2 years ago

0

U

user_64ab0c

Visitor

•

1 Message

2 years ago

Something similar just happened to me recently. I was charged twice for the activation charges to start my services at a new address. I’ve spoken to at least 5 different xfinity reps in the last 4 days. I filed a dispute with my bank (sent via mail on Friday) and received a notification from xfinity today (Sunday) that the second payment processed was returned to my bank and there would be a “return fee” added to my acct since it was canceled. What confused me about this email is #1: when I made xfinity aware of the second charge they told me they didn’t authorize it and that I should contact my bank. If this is true, why am I receiving emails about a charge being cancelled that was not authorized by them? #2: I know for sure my bank did not receive the dispute from me yet, so again, how does xfinity know it’s been canceled? Is there some outside entity accessing their billing services or is xfinity’s system seriously this flawed? Either way I’m becoming very frustrated by this and have seen other posts from the last 3 years at least with very similar problems.

This comment has been converted into a post

1

0

N

Ndenn041820

1 Message

2 years ago

I’m dealing with the same issue. I moved from my apartment end of March. I transferred services to the house I moved to. During the phone call to move services (because the app wasn’t working to transfer service to new address, shocker) they gave me a quote for xfinity mobile. I told them sure you can send the quote but I like my phone carrier right now and don’t want to switch. Well, a month later I’m getting emails from xfinity mobile that my account is past due even though I never opted to start mobile services AND I’m being double charged for the apartment I moved from and the house I moved to. I’ve called them 4 times. The first time the lady, who was nice, tried to explain it was a double charge it was overlapping service from moving during billing cycles. I said okay whatever, should go back to normal after that. Then I called again and it was for double charge and the $160 past due mobile account?? They told me to call a different #. Called that # and they said they would put in to reimburse me. Well I tried calling 2 weeks ago because I was still getting emails about past due balance on the service I never signed up for. Well the lady went to “transfer” me to someone else and the call dropped, conveniently (for xfinity). And now, as I just check my bank account & the app… they double charged me again for services… at a place I don’t live at anymore!! I’m canceling all service and switching to T-Mobile home internet cause I’m over this [Edited: "Language"].

(edited)

5

0

XfinityPaula

Official Employee

•

1.4K Messages

@user_e039d6 Hi! Thank you for sharing the trouble you are having with the accounts and support. I would love to help to improve on this and to make sure you are not continually billed for the accounts. I would love to try and keep you with us as well, but considering the trouble you have had I understand finding a new provider. It would be my pleasure to at least make sure we have the charges refunded, and the accounts accurately closed. Please send us a direct message with your name and service address.

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/3J0ir1l
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

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

2 years ago

0

U

user_4089a6

Visitor

•

13 Messages

@Ndenn041820 [Edited: "Personal Information"] SAME THING HAPPENED TO ME! Patterns here. I filed complaint FCC, NH DOJ, BBB and I’m requesting arbitration! [Edited: "Solicitation"]

(edited)

2 years ago

U

user_109c88

2 Messages

@Ndenn041820 These are the same EXACT things I’m dealing with now. Preparing to go drop off all their sh$& and dispute EVERY charge. Fraudulent company with HORRIBLE customer service

2 years ago

U

user_4089a6

Visitor

•

13 Messages

@Ndenn041820 wow! I could’ve wrote this! Same deal for me this May!!

2 years ago

0

T

Truth_teller

1 Message

@user_4089a6 same thing here, apartment complex is doing a tactic called “sub metering” and they do this for everything from water, gas and electricity…. They violate lease contracts by setting up new “bulk orders” to profit off of tenants by making them pay an additional $75 on average ON TOP of their existing plans for 29.95 so they can profit and pocket the difference. This is fraud and apparently pretty widespread, the DOJ needs to be notified immediately. I’ll be contacting them the OIGs office to be put in contact with the AG here in Illinois. Wow what a garbage company…. Starlink here I come.

2 years ago

U

user_4089a6

Visitor

•

13 Messages

2 years ago

All of this! Same exact thing happened! I filed FCC complaint ( no answer ) and now NH Attorney General’s Office tonight ! Fraudulent

3

XfinityRyanE

Official Employee

•

1.1K Messages

Hello @user_e039d6, thanks for reaching out to let us know about your account concerns. Our team will be glad to take a look at this in more detail and help however we can. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.

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

2 years ago

0

U

user_4089a6

Visitor

•

13 Messages

No thanks! No chatting with Comcast! Thank you though, but I’m good!

2 years ago

0

U

user_c70978

2 Messages

2 years ago

This is happening to me right now it’s been happing for months! Such a scam and they should be investigated

1

U

user_4089a6

Visitor

•

13 Messages

@user_c70978 I did put in requests to multiple agencies- including NH Attorney General, but I guess my information “ isn’t sufficient enough “….interesting I suppose

2 years ago

0

U

user_02e89e

2 Messages

2 years ago

The same thing happened to me. I was charged four times on a different credit card adding up to over 800 dollars. I’ve tried to call an agent and waited on hold for over 2 hours and no one answered.

1

XfinityDena

Official Employee

•

3.2K Messages

Thank you for reaching out. I understand how frustrating this all can be. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- 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

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

2 years ago

0

U

user_9c528f

1 Message

2 years ago

They have been double charging me too. I went to a store and they closed the second suspicious account they created for me. They then refunded me. I will see how this plays out, but if they double charge me again I will close them and switch to a different mobile service. Xfinity is undoubtedly involved in a scam.

3

0

XfinityThomasA

Official Employee

•

2.3K Messages

This is not the experience we want for anyone, @user_9c528f. Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7? We're committed to helping you stay protected. I also wanted to share this informative website with more information on how you can protect yourself from fraud.

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

2 years ago

0

U

user_4089a6

Visitor

•

13 Messages

@user_9c528f every modem links a new account , and they trick you by allowing you to “ self install “ when you move. You’re not that “ smart “ xfinity! P.S. Who gets brought to court - Comcast or Xfinity? Interesting JS 🤔

2 years ago

0

Again

Expert

•

31.4K Messages

@user_4089a6

@user_9c528f every modem links a new account , and they trick you by allowing you to “ self install “ when you move. You’re not that “ smart “ xfinity! P.S. Who gets brought to court - Comcast or Xfinity? Interesting JS 🤔

When you move you automatically get a new account/number, which has nothing to do with the modem. An account is "tied" not just to a customer, but to the address, and mostly to the latter. If you don't cancel the account at the old address, you're still going to be billed for it. And that open account at the old address is the reason why a lot of people that move to that address aren't able to set up a new account without showing proof of residency.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

2 years ago

0

U

user_109c88

2 Messages

2 years ago

This EXACT thing is happening to me. They’ve charged over $250 a month the past 3 months and talking to someone that actually does something besides spew [Edited: Language] is a joke. I’m going into the store to talk to someone in the same country so there isn’t any confusion. I’m planning on returning my modem and cancelling everything.

(edited)

0

U

user_4089a6

Visitor

•

13 Messages

2 years ago

This is a repeat of my total nightmare with this company! I’m done with them ! Sadly I have to maintain service with them as we they “ monopolize “ the area. Go figure! They will be held accountable one day I assure you !

0

U

user_4n77my

1 Message

1 year ago

The worst customer service I’ve ever had! Imagine paying your bill on time and then a month later they tell you your account is past due and now you have to make your payment plus an extra $150 to fix the issue. And of course there’s nothing they can do about it. On top of that I’m paying for 1000mbps and never once actually gotten those speeds, actually the opposite. Constant data throttling to the point of actually shutting off my service at random times. Xfinity, you guys are supposed to be the best, but all I see is false advertisement, fraudulent behavior and incompetent customer support. I’ve already filed a report to BBB and I encourage anyone else having similar issues as the ones listed here from myself and others to do the same.

1

0

XfinityKaren

Official Employee

•

25 Messages

Hi @user_e039d6 if you're looking for assistance with the account's billing or internet speed concerns. Please let us know as we'd be happy to help take a second look!

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

1 year ago

0

U

user_7plhba

2 Messages

1 year ago

I have had a similar situation happen to me. For some reason comcast has two accounts under my husband's name. They are identical accounts for the same address. I noticed that I was getting double charged and decided to cancel my accounts since comcast would not even acknowledge I was being charged twice with a second account. When I did cancel all of the sudden the second account that was on auto pay was now mysteriously behind by $800. Now Comcast is saying I owe $1300 in back pay for the second account and they denied our fraud case. I am unsure what to do. [Edited: "Inflammatory"]

(edited)

3

0

XfinityJustinC

Official Employee

•

1.2K Messages

Hello, @user_7plhba. Thank you for reaching out over Xfinity Forums, you have contacted the right place for assistance. I definitely understand where you're coming from, if I was in your shoes I would be looking to get the billing concern resolved as well.

Were you working with our Customer Security Assurance experts at 1-888-565-4329?

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

1 year ago

0

U

user_7plhba

2 Messages

I have called multiple departments and they are now telling me I have to go to a physical store to fix the problem.

1 year ago

0

XfinityKatie

Official Employee

•

744 Messages

Thank you for letting us know. It is possible they need you to go to store to be able to provide verifying documents for the claim. I know you mentioned you called multiple departments, but have you tried using the number above directly to speak with someone? They are a team that can assist with anything fraud related.

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

1 year ago

0

U

user_a8269b

Visitor

•

1 Message

1 year ago

Xfinity is using customers money... lots of customer's moneys... and believing that all they have to do is get customers to jump through hoops to get their money back after they have had use of the funds for a period of time... Frightening. Time to look at mobile phone alternatives.

Dave

1

0

XfinityAngie

Official Employee

•

1.8K Messages

user_a8269b, Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://www.xfinity.com/xfinityassistant/?channel=xMobile.

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

1 year ago

0

Billing

user_e039d6

Xfinity is double charging me and refuses to do anything about

CCEdgardo

user_e039d6

XfinityMarcos

Again

user_e039d6

user_4089a6

user_64ab0c

Ndenn041820

XfinityPaula

user_4089a6

user_109c88

user_4089a6

Truth_teller

user_4089a6

XfinityRyanE

user_4089a6

user_c70978

user_4089a6

user_02e89e

XfinityDena

user_9c528f

XfinityThomasA

user_4089a6

Again

user_109c88

user_4089a6

user_4n77my

XfinityKaren

user_7plhba

XfinityJustinC

user_7plhba

XfinityKatie

user_a8269b

XfinityAngie

New to the Community?