U

Visitor

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2 Messages

Monday, June 9th, 2025 10:40 PM

Haven’t had it a full week and already pretty disappointed

I have gotten a run around. When I placed my order last Thursday for Wi-Fi and a phone. there was wifi service, technician charge, the first month of a phone payment, and the taxes for said phone. It equaled $153.33 and I was charged Thursday night. This morning I was charged $153.33 again and it has been applied as credit to my account for future payments. My next charge shouldn’t have been until June 29. The person I was talking to before was rude and ended the chat on her own before I was done getting answers. I tried calling the actual number for help it’s just automatic response, no real person. I get that they put the 2nd charge as credit on my account but now my bank account is $119.00 overdraft and I will be getting over draft fees every day until my next check goes in so 3 overdraft fees that will equal $100 when it’s said and done. Customer service is useless. And they said that if I need the money back in my account that I need to go to an Xfinity store, great the closest one to me is an hour and 30 minutes from my house. I also work every day. It seemed so great that I should have known something was wrong, this seems like a pretty frequent occurrence with this company and that they just had a lawsuit about this very problem. 

Official Employee

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2.3K Messages

3 days ago

 

user_14be5w Thanks for posting on our Community Forums for assistance with your billing concern. I'm sorry to hear about your situation and would like to investigate what's going on. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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

 

 

Visitor

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2 Messages

3 days ago

My next question is where did the extra money go???

[Image Removed: "Personal Information - Chat Transcript"]

(edited)

Official Employee

 • 

2.3K Messages

I'd be happy to check our records and answer all your billing concerns. May I have your full name and service address? 

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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