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user_047928
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09/21/2026 1:25 PM

I was double charged for my phone and I repeatedly get lies when I call customer service

I started my plan which included buying a phone in July of 2024. I was mistakenly double charged for the same phone, same IMEI number. I called several times in september, october, november and explained the problem and each time I was told it would be corrected and was given a credit for that month but the problem was never corrected. Eventually I got tired of this and figured I would just wait till the end of the contract. That contract ended in July of 26 and I have called three times since. On September 25th I finally got the an operator who acknowledged that I was double-charged, confirmed I was charged twice for the same IMEI, and I was told that I would get a full refund. I still have not received a refund, I called back and again just got more lies, I have seen no acknowledgment that I am getting a refund on my Xfinity statements, in my account, or in my bank account. Xfinity has overcharged Me by almost $1,000 and won't give me my money back.

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26 minutes ago

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XfinityAdrienne

Official Employee

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2.3K Messages

26 minutes ago

Good Morning, @user_047928! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am sorry to hear about the experience with the Xfinity Mobile billing concerns, it certainly is not what we want for our customers. I would be more than happy to dive into the account with you, and ensure it is investigated as quickly as possible. Can you please send us a DM to get started?

 

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:

  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.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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