3 Messages
Comcast made unauthorized payment request to my credit card on file
I have been with Comcast/Xfinity for 20+ years and I don’t believe I will continue as a customer after this experience. Luckily I have options in my DC neighborhood and I will be looking into switching to Verizon or T-MOBILE for my WiFi service.
I needed to speak to someone about notification from Xfinity regarding an unauthorized payment made to my American Express credit card. I did not request a payment nor is my account set up for automatic payments. I called the number for customer service and was on hold for almost 2 hours before I simply called from my work phone (not a registered number for the account) and a “person” picked up and verified that an unauthorized payment was made to my credit card. I thought the issue would be resolved but sadly no, I was told I would have to contest the unauthorized fraudulent payment with my credit card company because they couldn’t reverse the unauthorized payment. Before this interaction I had a lengthy and unhelpful conversation with the AI chat message. The AI kept circling back to get me to use their "Chat Assistant" which could not answer my question or connect me to someone who could. It was a waste of my time that I will never get back.
After 150 minutes total of being on hold, I got an "Xfinity Agent" who picked up the call I made from my work phone, named Gabbie(?). After asking my question as to why Xfinity would make an unauthorized payment, which she did not answer, she told me I could dispute the charge with my credit card. I replied that that was not what I contacting them about, I wanted Xfinity to refund that unauthorized transaction. She then gave me the same number that I had called in the first place and disconnected the chat. Yes, your "Xfinity Agent" hung up. It is now more than 2 hours wasted trying to get an answer and explanation. (I have screenshots of the initial chat). It took over an hour to get them to even understand the situation problem. They kept repeating the same script back to me, it was an absurdist nightmare.
I left a low review of your support.
No, I will never recommend Xfinity to anyone. As soon as I complete my research I intend to switch to another internet provider in my area and I will be cancelling all of my business with you after being a loyal customer for over 20 years.
XfinityChristy
Official Employee
•
2K Messages
10 months ago
It’s concerning to hear about the unauthorized payment issue and the difficulties you faced trying to resolve it. The amount of time you’ve spent on hold and dealing with unhelpful interactions is unacceptable, and I can understand why you’re feeling so disheartened. I’m truly sorry for the time and energy you’ve lost over this issue. Your loyalty and satisfaction are important to us, and I hope we can regain your trust. I would like to review your account to see what happen with that payment and how we can best assist you. To get started, please 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.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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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