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user_tku470
1st Topic

2 Messages

Friday, July 19th, 2024 11:16 PM

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How to email customer service

I cancelled my service due to a move and Xfinity didn't apply the credits to my credit card correctly. Instead of receiving a total credit like is shown on my billing statement, I still owe Xfinity money according to how they applied to charges/credits to my credit card on file. I tried speaking to a live agent, but they aren't helpful or weren't able to understand how debits/credits work. I need to communicate via email. Does one of the largest technology companies in the world have an email address?

Question

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Updated 

9 months ago

48

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XfinityRay

Official Employee

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2.7K Messages

9 months ago

Hi there, user_tku470! We can help you here to check on the billing, no need to reach out in another way. I am sorry to hear that you canceled the account and hope to see you back again in the future!

We bill in advance so when you close your account, the corrections to the billing show on the final statement. We send that out by USPS mail a few weeks after the account is closed. Has it been a few weeks since you closed the account or have you seen the final statement already? 

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user_tku470

2 Messages

It has been over a month since the cancellation. 

Xfinity billed me forward, as normal, for $71.00. This billed my credit card. 

After cancellation, I was credited back $87.04 on my account. Leaving a due credit of -$16.04 on my account. 

However, Xfinity sent the credit of $16.04 to my credit card, which means that I still have a balance on my card of $54.96 ($71.00 - $16.04), which is incorrect. The wrong credit amount was applied to my credit card. Since Xfinity had already charged me $71.00, the credit of ($87.04) should have been applied to my credit card, instead of the balance.

9 months ago

0

XfinityRay

Official Employee

 • 

2.7K Messages

Thanks for the further clarification surrounding the billing, user_tku470! You definitely should have seen all of that back by now, especially with the refund arriving. We don't send that until the billing is finalized. I will need to take a look at your account so we can verify what date the account closed and work from there. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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
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

9 months ago

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