5 Messages
Erroneously charged $7,453.94 in first 10 days of Xfinity
Upon activation of my Xfinity Internet plan, I was immediately charged $2525.00 to my account. I immediately caught this and started (another) customer service online chat. They eventually remediated this charge.
8 days later, I received an email stating my bill is ready and will be charged on January 8 for $2,453.94.
and 2 days after this, a charge of $2525.00 was actually taken from my bank account. The day before Christmas Eve, mind you.
After hours in a chat with customer service, they assured me that this was my fault and I should change my password, which is comical at a minimum.
There was no apology, remorse, explanation, or assurance that this wouldn't happen again. Just an "it will refund in 3-5 business days." And, being that tomorrow is Christmas Eve, which goes into the weekend, then into New Years, and then another weekend, I should see it sometime in 10–11 days. That's a long time to not have $2525.
Not that it really matters, but I'm also active duty military and currently deployed overseas. So add a missed Christmas away from home and being $2525 poorer. Cheers.
P.s. I hope someone with authority sees this and ensures this is not a recurring issue for other people. Imagine if this was happening to an elderly person who doesn't have instant access to their online bank account and they were being erroneously charged like this. IF IT IS HAPPENING TO ME, IT IS HAPPENING TO OTHERS.
In the 10 days I have been an Xfinity customer, I have been unsatisfied to the nth degree. If Xfinity didn't have a monopoly on the internet in my area, no CHANCE I would stay with this poor excuse of a company. But I'm just the little guy, so who cares.
EDIT: 11 days later (03 JAN) I still have not received my refund.
EG
Expert
•
110.8K Messages
5 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityPaula
Official Employee
•
1.4K Messages
5 months ago
Hello user_6ndtxy. I'm terribly sorry to read of the experience and interactions you have had with us for services you have only had for a few days. You are absolutely correct that this is the worse time of year to be dealing with invalid charges and more so while you are deployed overseas! Thank you for the sacrifice and commitment you are making by serving our amazing country. I know that your interactions with our support team have been poor, but I will do everything I can to turn that experience around and ensure that this is not an ongoing issue.
One of the first things I want to address are those charges and I want to get the funds back to you ASAP! Are you able to open a dispute with the financial institution? I understand that may prove to be more difficult as well considering you are deployed, but if you can, it's the first step I would take since it is an invalid charge and no one can put the funds back into your account faster than the financial institution where the payment was pulled.
Can you please send us a direct message with your name and service address? From there we will verify the account and help to make sure we have the right claims processed to refund you and to prevent any additional issues.
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
3
0
EG
Expert
•
110.8K Messages
5 months ago
@XfinityPaula
No worries ! Happy holidays Paula ! 😊
0
0
user_6ndtxy
5 Messages
5 months ago
UPDATE: 11 days later and I STILL HAVE NO BEEN PAID. I am unsure what scam Xfinity is running here but this is insane. Absolutely unacceptable. DO NOT USE XFINITY.
0
0