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user_l43ux9
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2 Messages

Tuesday, October 7th, 2025 5:39 PM

Cell service billing error

I was billed both for the Mexico and Canada plan as well as roaming for Mexico.  I called to get the approximately $200 removed which they did but then the next automatic payment took the credit right back.  I need to get this corrected.  I shouldn’t be charged for not having a Mexico for using my cell in Mexico when I am also billed for the Mexico plan.

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1 month ago

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XfinityAirelle

Official Employee

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3K Messages

1 month ago

 

user_l43ux9 We completely understand how concerning that would be—especially after you already took the right steps to get it fixed. It sounds like the credit that was issued didn’t process correctly after your automatic payment went through, and we want to make sure your account reflects the right balance. 
 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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user_l43ux9

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2 Messages

I’m still awaiting a response from Xfinity customer service.  XfinityAirelle was unavailable.

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1 month ago

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XfinityMarcus

Official Employee

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1.9K Messages

user_l43ux9 thank you for using the Xfinity Community Forums page to reach out today. You mentioned having some trouble getting in contact with us and I wanted to let you know that we are here to help. Currently, I am not seeing a direct message from you on our end. Can you send one over with your full name and complete service address?

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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. 

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1 month ago

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