Canceled Mobile account double-charged after manual payoff

Hi,

I need someone from the Digital Care team to help with a refund for an auto-pay double charge on my closed Xfinity Mobile account.

I manually paid off my devices early, but auto-pay drafted the same amount again on the scheduled date because the agent didn’t disable it or remove my card.

A chat agent escalated this to a support ticket, but the status updates have stopped. Front-line agents cannot access my closed mobile billing files since the account was canceled last year.

Please reply to this thread so I can securely DM you my details, the archived account info, and my open ticket number to get this looked into.

Thanks!

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XfinityChristy

Official Employee

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2.9K Messages

10 hours ago

user_6301 Hello, and thank you for reaching out. I can certainly understand your concern, and I'm sorry to hear about the trouble you've had getting updates on your refund request. I know how frustrating it can be when a payment issue remains unresolved, especially after your Xfinity Mobile account has already been closed. Our team would be happy to take a closer look at the situation and review any available information. To get started, please send us a Direct Message with your full name and service address associated with the account. If available, you can also include your archived account information and open ticket number, so we can better understand the history of the issue.

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 "Start new conversation" (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

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user_6301

Canceled Mobile account double-charged after manual payoff

XfinityChristy

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