Joan131Kay's profile

New Poster


1 Message

Wed, Apr 22, 2020 7:00 AM


Did not Request

Did not purchase On Demand "Descendants 3" on 3/25/20 12:19PM.  Please remove ASAP.


Gold Problem Solver


23.1K Messages

2 y ago

If an employee doesn't help you here in the Forums you'll have to keep trying to contact one of their Billing reps and ask them to issue a credit. Call them at the phone number on your bill or 1-800-Comcast, use one of the options on, or visit a Service Center or Xfinity Store if one is nearby and if it is open (check locations and hours at

In addition to getting the billing corrected, consider setting up a Purchase Pin on each of your cable boxes/DVRs and in the Stream app and web portal to prevent this from happening in the future. See and/or and/or

Official Employee


57 Messages

2 y ago

The response from Bruce is excellent. I can confirm that the movie was bought from one of your devices, perhaps by someone within your household unbeknowst to you. Highly suggest setting a purchase control/parental control pin to avoid someone mistankenly purchasing content in the future. 


With regards to getting refunded. This is quite simple; as suggested, call 1-800-XFINITY and one of our care agents will be more than glad to refund your purchase price.

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