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user_i13yeu
1st Topic

Visitor

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2 Messages

Friday, June 19th, 2026 3:07 AM

Took my money

I paid early for prepaid services. Xfinity took the money,  disconnected my services and trying to force me to buy a plan. 

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Updated 

1 hour ago

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EG

Expert

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118.6K Messages

2 hours ago

The concern is not "E-mail" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityJeff

Official Employee

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983 Messages

2 hours ago

Good morning @user_i13yeu, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the service, but you have come to the right place for assistance. Was this a NOW WiFi pass that you signed up for?

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user_i13yeu

Visitor

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2 Messages

No, it was prepaid. I have an Xfinity modem and pay monthly to refill. Did it but Xfinity took my money and disconnected my internet and now trying to force me to get a plan and mobile services. Agent told me that I would not get my money back.

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2 hours ago

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XfinityFrank

Official Employee

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2.4K Messages

Got it, @user_i13yeu. We don't fully support prepaid services here on social media. Specifically the billing. That is done via the site at : https://my.xfinityprepaid.com/ and the XFINITY Prepaid assistant here. However, we can check to see if we are able to view the status of your account and guide you to the best solution. Please send a direct message to us including your full name and complete street address.

 

 

Here's the detailed steps to direct message us:

1-Click "Sign In" if necessary.

2-Click the "Direct Messaging" icon.

3-Click the "Start new conversation" (pencil and paper) icon.

4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

7-Type your message in the text area near the bottom of the window.

8-Press Enter to send it.

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1 hour ago

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