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Visitor

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6 Messages

Monday, February 19th, 2024 8:07 AM

Closed

Xfinity Still Charging my Card After Number Port

I ported my number to a new provider back in October 2023. Every month, I am still being charged on my bank card for service that I no longer have. I've tried going through Xfinity Mobile support but they have not corrected the issue and refunded my card yet. 

Official Employee

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2.9K Messages

10 months ago

@user_a95b88 Thank you for taking the time to reach out to us here on our Xfinity Forums. Due to account security with Xfinity Mobile we don't have access to the Xfinity Mobile accounts. You would need to reach out to that department separately by calling or texting 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93. Have you already tried both of these methods to contact support?

Visitor

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6 Messages

Yes, I have. The last person I spoke with said that they'd make the adjustments to my account, refund me the months of service that were charged to my bank card in error, and cancel my account with 0 balance owed. Neither of these have been completed. I also have screenshots of the conversation to ensure this was held up.


Visitor

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6 Messages

@XfinityAmandaB​ Hi, I sent a message to /r/Comcast_Xfinity Waiting for your response.

10 months ago

The same thing has happened to me and began the same month.  Xfinity continues to charge after the porting of a number.  They will then say that those bills are due for those months. They are aware of the port authorization request, so they can see that much. I suggest making an in person appointment at a Xfinity mobile store and file a complaint with the BBB.  Gather your evidence so that you can provide the bills from the new provider showing the overlapping of services. The call logs from the new provider shows the date of service you had been paying for since the desire to switch.  At that point it is clear that you had switched.  Dispute the bogus charges with your bank or credit card provider, providing proof of the new service dates.  I looked into my bills from both Xfinity and AT&T and see that Xfinity continued (and continues SMH) to charge me for services well into and after my new phone services began.  They will be paying a FCC fine or class action settlement soon if they don't get this corrected.  Best wishes, I am just beginning my fight, as they just charged my card an hour ago.

Official Employee

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1.8K Messages

Greetings, @itsmytime_2024! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still being billed service after canceling your account, but you have definitely come to the right place for assistance.

 

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.
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2 Messages

6 months ago

Xfinity is giving a lot of trouble. My account is closed six months ago and still I am getting charged. I discussed a many times with Xfinity phone customer service number and chat but Xfnity keep charging me. I have seen Xfinity doing this for many customers online. i have called and chatted with Xfinity to remove the charges many times but still the issue is not solved.

(edited)

Official Employee

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1.7K Messages

@user_djbdql Welcome to our community forum! Thank you for bringing this to our attention so we can make things right. Please send a direct message by clicking the 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. Please include your name and address and I'll be happy to help.

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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