Visitor
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4 Messages
I Mistakenly Sent Payment Meant for Credit Card to Xfinity - Having Yrouble Getting it Returned
On March 12, 2024 I mistakenly transferred $10,900 to Comcast from my checking account. This payment was meant for my credit card. I have filled out forms, taken steps as directed by Comcast assistants, and I am not making any progress towards getting the money returned. My husband (recently deceased) and I have been good customers for decades.Timeline:1.March 12, 2024: money transferred
2.March 15, 2024: comcast representative calls me and I stupidly thought it was another in a steady stream of scam callers. I get several calls now each week since my husband died months ago. I told him that I would look at my account later. I wish I could apologize to him for not taking him seriously.
3.March 15, evening. Logged into my account and saw that I did, in fact, transfer the money by mistake. Talked to an assistany who to told me that my bank had to intervene. Found the appropriate form on the comcast website and completed it,.
4, March 16: received email message stating that this was resolved and that I would receive the money in 5-10 business days via check or bank transfer.
5. Two weeks later (April 1) - had not received the money or any further correspondence. I have talked to comcast assistants on three occasions since and have been told:
a) wait 5-10 more days;
b) this has to be resolved by your bank - I talked to someone at the bank and filled out some forms. I received written notification from the bank that the bank cannot intervene as this was my mistake, not fraud;
c) yesterday the comcast assistant told me that the problem was that comcast can't refund more than $5000 with a check, but we submitted another form anyway 5-10 more days?
I have run out of options and am very afraid that I have lost this money. Your website is great but does not provide resources for me to contact anyone else beyond the customer support assistance. They have been pleasant but they can't fix this.
I appreciate any direction that you can provide.
XfinityPeterH
Official Employee
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2.1K Messages
1 year ago
@user_f360c3 Thank you for reaching out and letting us know. If I were in your shoes I would be reaching out too. We are here to help. Please send us your full name and complete address in a direct message.
(Full credit to @BruceW for this excellent explanation!)
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "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
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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Again
Expert
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32.2K Messages
1 year ago
FWIW @user_f360c3 you should have immediately contacted your bank and cancelled the transaction instead of going through Comcast.
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