1 Message
Changed account, but still getting charged for old services
I called in to removed cable and telephone services 9 days ago and received order confirmation of that action and the new reoccurring price the same day. However, I received an autopay notification today for the old service amount (more than double what it was supposed to be now).
Called the help line and was told that, because the March bill was generated on Feb. 9, the new amount wouldn't show up until April's bill. However, they've already turned off the services.... basically, making me pay for services they aren't providing.
How do I get this straightened out without spending 4 hours trying to get past the Virtual Assistant?
XfinityJohnG
Official Employee
•
1.6K Messages
2 months ago
Thank you for reaching out to our team here @user_dyr70b. If the auto-pay amount was taken from bill amount before the account changes were made that overpayment would put the account in a negative amount, and you would see a prorated credit on the following bill. I can check on any amounts from here if you could send me a direct message with the full name and complete address for your service.
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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