Visitor
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1 Message
Billing dispute – promised $0 balance not honored
Hi, I'm hoping an Official Employee can help escalate this.
We moved out of this address on August 17, 2026 and no data has been used since. On September 3, 2026 I called about an erroneous ~$340 balance; the representative confirmed the account hadn't been properly paused for the move, confirmed no usage since August 17, and confirmed all charges would be reversed to $0 (I have the verification code and feedback-survey timestamp from that call for reference).
Despite that, the balance grew to $502.86. A supervisor on a later call acknowledged I've been a Gold-tier customer for 5 years and that the charges shouldn't have been applied, but said approval was needed from a higher level and opened Ticket [Edited: PII] with a promised resolution in 24 hours. I then received an SMS saying the ticket was reviewed and closed without approval, followed by an SMS threatening referral to a debt collector. The account still shows $502.86, and the payment history shows the account was current (three consecutive on-time payments) before the move.
Can someone from the Digital Care team please look into this and reach out? I'm currently overseas, so the email on the account or a forum DM is the most reliable way to reach me. Happy to provide full account details by private message.
Thanks for your help.
XfinityChelseaB
Official Employee
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2.5K Messages
5 hours ago
Hello @user_nf61p4, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. 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. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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