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Tuesday, March 4th, 2025 4:47 AM

Unauthorized charges on my credit card

I signed up for Internet and Mobile service in Oct 2024 and to get the discounted pricing, had to enroll into auto-pay. The very next month, I started noticing an extra charge posted on my account. I get billed for the Internet on the 8th of the month and for the Mobile service between the 10th-13th of the month, but then on the 26th of the month, an additional charge is posted to my credit card. There is no record of this charge on my XFinity billing statements (Internet or Mobile), but my bank statements show this charge with "XFINITY Mobile 888-936-4968 PA" description. The store where I went to sign up for the service refused to help, trying to escalate to supervisor only made it worse. Have had several chat sessions with live agents, but they simply tell me that there is no such charge on my account, but my credit card keeps getting charged each  month. 

In Jan, I canceled my credit card after my regular Internet/Mobile charges were posted at the start of the month, hence the fraudulent charges were prevented. But after I added the new credit card information to my account for autopay of my Internet/Mobile services, the fraudulent charge came back on Feb 26. So far here are the unauthorized/fraudulent charges that have been posted to my credit card. I am unable to get anyone at XFinity to help. One agent I chatted with got so far as to create a ticket for refund of these charges but within a day that ticket was closed and refund was rejected.

2/26/25  $   34.96 XFINITY Mobile 888-936-4968 PA
12/26/24  $   29.92 XFINITY Mobile 888-936-4968 PA
11/27/24  $   80.03 XFINITY Mobile 888-936-4968 PA

I find this incredible that a company like Comcast is posting fraudulent charges and refuses to take responsibility and attempt refunding! Imagine my frustration - as if Comcast is telling me that they can rob me and there's nothing I can do about it as long as I have their services. Highway robbery? My disappointment unfathomable. I am also contacting my credit card company to see if I can get them to refund any of these but one way or the other, I will be canceling my Comcast services and never again am I signing up with them again. [Edited: "Solicitation"].

Accepted Solution

Official Employee

 • 

1.7K Messages

27 days ago

We appreciate you taking the time to reach out here in our community about the unauthorized charges to your card, @user_bzmxd6. We'll gladly look into this for you. Please send a Direct Message with your full name and complete service address, so we may investigate for you. We look forward to hearing from you.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" 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.

2 Messages

After reaching out to Xfinity Support per message from XfinityLinda - I was connected to an agent, whom I had to provide all the details again. I was then asked to provide screenshot of my credit card statements showing the charges I was disputing. While this was nth time I was providing same information to Xfinity, in the end if was worth it. After uploading my credit card statements, I was connected to Adrian from Executive Customer Resolutions, who was excellent. Unlike all previous agents who I chatted with, Adrian used my credit card number to search for all the charges posted, instead of looking for the unauthorized charges in my Xfinity billing statements and voila, he was able to find those charges. Within a day he was able to refund the charges I reported as unauthorized. He also stated that he's stopped the recurring charges and I am just waiting for the end of the month to make sure that my account is no longer charged.  

While it was quite frustrating dealing with agents for months and spending countless hours in chat and on phone, and being told that the problem wasn't with Xfinity Billing, my experience dealing with Adrian from the ESL was quite the opposite and I appreciate his prompt action and help in getting this resolved.

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