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fogey0
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Conversation Starter

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21 Messages

Monday, July 31st, 2023 7:32 PM

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Charged for ppv I didn’t order

I received an email stating I purchased a movie, The Little Mermaid, for $19.99. I did not purchase or watch that movie. I tried to resolve it on line as shown in the email I received and got caught up in a long endless exchange with your idiot bot.
I want the charge removed immediately.

Question

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Updated 

1 year ago

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XfinityAldrik

Official Employee

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1.7K Messages

1 year ago

Good afternoon @fogey0! Thank you for reaching out to us on our residential forums. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this PPV charge.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
 
See https://comca.st/3KQF8q9 for an example.

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user_ccf7ac

1 Message

1 year ago

I had the same issue today. I will be going into the store tomorrow 

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XfinityAmandaB

Official Employee

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1.6K Messages

@user_ccf7ac We definitely do not want any customer to be billed for a movie they did not purchase. If you have not already gotten assistance with the Movie charge I will be more than happy to help look into it for you.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" 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 • Type your message in the text area near the bottom of the window • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 year ago

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