Solved! Go to Solution.
Hello CalvinRoweBB10. Thank you for joining the Xfinity Forums and for creating your first post. We apologize for the time it is taking to process your refund request. I can assist with researching the status of your request. Please reach out to me via private message and include your full name so I can assist you. To send me a private, message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and private message me.
@CalvinRoweBB10. We apologize for any inconveniences while we work through our process of refund research for your double payment. I did respond to your private message earlier. Below was my PM response:
"Thanks for providing your name, ******. I have researched your account, and I see a ticket was created for your Refund Request and the ticket has been escalated. I will keep an eye on this ticket for you and provide you with an update once one becomes available."
Did you not receive this message? We want to be sure your private messaging in the Forums is working correctly.
I will send you another private message once I get an update on your internet ticket. Thank you.
@CalvinRoweBB10 Please note that this is not a real time forum like chat would be. ComcastJoeTru also works with lots of other customers here on the Forums, but he does try to respond to his PM's as quickly as he is able. And just to reassure you, ComcastJoeTru works for the Corporate office, as do all of the Official Comcast employees here, so you're in good hands.
@CalvinRoweBB10. We understand your sense of urgency on this matter. Your internal ticket is currently escalated with the only team at Comcast who can review the payment refund request. This team is not customer facing and does not have a method to speak directly to you. As previously promised, I will provide you with an update via Private Message as soon as one becomes available. Thank you for your patience.
As you were able to identify a "duplicate post" are you also able to identify the unauthorized payment to someone where my ticket may be expedited before Nov 23rd my billing date, and am I subject to my funds being held against my wishes from the 15th through the 20th?
Everyone that can help you is doing the best they can to get this expedited and a refund on its way to you. We all understand you're anxious about getting this resolved, and we certainly understand how you're feeling, but you're pretty much not going to get this resolved immediately. The fact you have a corporate employee handling this for you is about all we can do at the moment. I know it's hard to be patient right now, but that's what you need to be. Hang in there.
We apologize for the inconvenience that you are experiencing with your refund request. Please remember that each ticket type has a different time frame for resolution. For customers who wish to receive a refund for a payment or credit balance on their account, including:
The estimated time of resolution for those ticket types is 7 business days. The ticket cannot be escalated further as it has already been escalated to the team responsible for working those issues.
Posting multiple times about the same issue is a form of duplicate post and/or bumping, both of which violate our forum guidelines (found here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Guidelines/td-p/3115028 & here: https://forums.xfinity.com/t5/Guidelines/Xfinity-Forum-Acceptable-Use-Policy/td-p/2618379). We recommend that you please review those guidelines as repeated violations could result in a revocation of your Xfinity Forum posting privileges.
Again, we apologize for the inconvenience this has caused. I can assure you that you should be hearing from that team soon (based on the 11/16/18 date of ticket creation and the upcoming holiday) and that ComcastJoeTru will follow back up with you to ensure a resolution.
Thanks for your time and consideration in this matter.
CalvinRoweBB10, we apologize for the time it has taken for resolution of your payment refund request. As of 11/23/2018, Our finance department was able to confirm reversal of the charge back to your card. They have advised to allow 3-5 business days for funds to clear.
Thank you for being a valued customer.