Xfinity support

I am writing on behalf of my 91 year old mother. She has been a good Comcast customer for more years than I know, always paying her bills on time for her cable service. Recently she was charged for a movie that she did not watch. She accidentally ordered this movie by #1-not fully understanding your ‘On Demand’ feature, #2-her aging fingers misplaced on her small Comcast remote buttons. Her bill will once again be paid in full, even though we all know she did not intentionally order or watch this video. Steps have been taken with your ‘purchase pin’ feature to help her feel more comfortable when navigating Comcast. This debacle has moved her closer to dropping your service. (Her cable bill is very high and her income is low). She is not an avid television watcher, but I am happy its available when she wants it and do not want her to drop your service. Calling your customer service is difficult as it always involves ‘up-selling’ your product, this is trying for everyone-not just a 91 year old!

Thank you for your attention