Visitor
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4 Messages
Over charges
Please see the following. I need for someone to assist. I’m just being push back and forth and neither company wants to take ownership.
Hello Lisa,
Thank you for your reply.
We sincerely apologize for any issues with your billing concern. We do see that you were refunded for the $18.01, but the charges from Xfinity we are unable to refund, as we do not have access to Xfinity's billing or account systems.
If you have any additional questions or concerns, please let us know.
Peacock is the streaming home for the 2026 Milan Cortina Olympic Winter Games. Have questions about what, when, and where to watch? Ask OLI, NBCUniversal’s AI-powered Olympic Guide.
Sincerely,
Peacock Customer Care
--------------- Original Message ---------------
From: lisa [Edited: "Personal Information"] [Edited: "Personal Information"]
Sent: 1/31/2026, 3:32 PM
To: support@xfinity.com; customerservice@xfinity.com; support@help.peacocktv.com
Subject: [EXTERNAL] Re: Peacock Customer Care [ thread::dAhpunkcJrO3vmnei9UqkTM:: ]
Again, a member of your team asked me to screenshot all payments connected with my Xfinity bill. I did so, only to be told you see I was paying for a service I was not receiving and you could do nothing. My concern is that the funds collected by Xfinity go to peacock and they can’t refund anything because peacock is a third party service provider and I should contact them directly.
Peacock says you can’t refund due to privacy laws under Xfinity. Meanwhile Peacock Received 2 payments from me for months even tho I cancelled the service.
After seeing it was still on my Xfinity account each month, we tried to watch Peacock and the screen says no subscription and I needed to subscribe.
One payment was by PayPal and the other automatically from my bank card. The bill from Xfinity said I was paying for Premium service. The subscription on the television said I didn’t have Premium service and needed to upgrade.
The concert is I was paying for Premium Service and not receiving it. PayPal pays were $18.99 a month.
I asked for a refund and neither company could assist. Even after I cancelled the subscription directly through the Peacock app, I was still being charged via Xfinity for Peacock Premium at $16.99 a month. Why?
Please see all of the prior billing statements and images sent to Peacock.
Respectfully,
Lisa [Edited: "Personal Information"]
XfinityAngie
Official Employee
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2.4K Messages
6 hours ago
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
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user_011f20
Visitor
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4 Messages
5 hours ago
I am requesting immediate escalation and executive review of my account due to unresolved issues that have now continued for over one year.
A device that I returned was last scanned in your warehouse. I have been told multiple times that it was received, yet I am being told to file a claim for a device that was in Xfinity’s possession. I will not file a claim for equipment that your warehouse lost. I need written confirmation that this device has been removed from my responsibility and that no charges will be applied.
Six months after completing a phone trade-in, I began being charged for that device. This needs to be corrected immediately and all related charges credited.
My bill should be under $200 for two lines, one new phone, and one new watch.
I have repeatedly requested removal of insurance on my phone because I have AppleCare. The only device that should have insurance is my son’s phone. The incorrect insurance charges must be removed and credited retroactively.
There was a phone on my account that did not belong to me. It took over two hours to remove. I need confirmation that no residual charges remain from that error.
I have spent countless hours on the phone and in-store attempting to resolve issues that were not caused by me. Each time I am assured the matter will be corrected, yet the billing errors continue.
I am requesting:
If this cannot be resolved promptly, I will be filing formal complaints with the FCC and my state’s consumer protection office.
I expect a timely and complete response.
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