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Saturday, July 20th, 2024 11:50 PM

On Demand Charge I Did Not Purchase

We received a text saying thank you for your 19.99 purchase on a movie we did not buy. The charge was for The Addams Family 2 animated one. We don't watch animated movies. We went on a full circle. And no one helped us, they told us to call a number from bulk packages as we live in a complex. The person kept saying " clearly you did click on purchase, otherwise you would not have gotten the text." uhm, clearly we did not and that is why we are calling. We were not even home at the time of charge. The guy kept blaming us with an arrogant attitude and refusing to listen. There were 5 of us who witnessed us watching the tv and never clicked anywhere that say buy. Plus, the movie they said we bought was 14.99, not even 19.99. We told him it made no sense, no one clicked three buttons to go to the option and confirm the purchase and there are 5 people who know that. we weren't even watching xfinity. and he kept going about yes, we did. so rude. He was not there with us but said it was us. We went back on the main chat only for them to tell us to call the number again and disconnect the chat. This is not cool. We expect there is no charge on our account. We are never gonna watch that movie. 

Official Employee

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1.2K Messages

3 months ago

Hello @user_4utuqi, Thanks so much for taking a moment out of your day to leave a post on our community forum. 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.

Problem Solver

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847 Messages

1 month ago

Add a purchase pin to your box. This happened to me once and it was caused by a issue on the cable system.

Purchase pin blocks it everywhere for your account. 

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