Sign-In & Account Management

I placed an order on a prepaid internet NOW service ($30/month plan) yesterday, my credit card was charged in pending status, but I did not receive any confirmation email on my order. Each time I login into my Xfinity account, I will receive a message "Something unexpected happened" if I want to check anything from any menu.

I went to the store and did live chat and called customer services and being transferred to different departments and none of them can figure out where is the order in Xfinity system. Some say they can see an old account which is inactive but does not see an NOW account to show that order. I was asked to place a new order by myself or place a new order with help by some of them. Still the same problem each time. It showed that each time "Sorry we are unable to process your order at this time. There is an open order for this account" in highlighted red. Make the problem worse, now my credit card is charged multiple times. To me it seems they are just transferring me around. I even ask one of them "Do you have a standard protocol to resolve this issue"? To be fair, some of the representatives tried very hard to help without success. My sense of the problem is that there is no standard protocol to follow and each of them thought the issue was beyond the capacity of their department. At later stage, one of the representative did provide me with a ticket number, [Edited: "Personal Information"], was told that someone will work on it, but I do not know when or how.