Visitor
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6 Messages
Charged 2x a month - 2 different accounts - Xfinity mistake refuses to refund all the charges
I am reaching out as I would like to find out how and or who I need to speak with in order to get my full refund on my account. I moved within the same building back in 11/2024 same address a different apartment number. I transferred my services in 11/2024. In or around 04/2025 I discussed with Xfinity about lowering my bill and they were able to do so. In the same event they actually created another account. Since May of 2025 I have been charged 2x a month for 2 different accounts. The new charge of $85.00 which is what Xfinity and I agreed to along with the 2nd charge of $93.23 in the same month. I have been charged both of these amounts every month since May 2025. I have contacted Xfinity too many times to count with a report from Xfinity "I am going to escalate your refund request." I would then receive a text message update within minutes stating, " Your ticket number # regarding your Account refund request has been reviewed. Unfortunately, we couldn't approve the request, and we have closed the ticket." Every Xfinity agent I have spoke to has agreed that they do owe me the charged of $93.23 from May 2025 to the most recent charge being on 09/07/2025 ($466.15). Upon speaking with another Xfinity agent they reported that they never closed the other account and that they would do so that day but reported, "we can only back date the closing of the account to 05/24/2025 and we will not owe you the charge from 05/06/2025 for $93.23. So now the agreed refund of $466.15 has now been changed to $372.92. After each agent reports they have processed the refund back to your payment method and will report one of these options (you will get your refund in 24 hrs, 2-3 business days, or within 7 business days). Which none have occurred. When I check the account Xfinity showed the total balance being -$228.75 which would be my refund which obviously is incorrect. Upon speaking with Xfinity agents multiple times all AGREEING THAT AMOUNT IS INCORRECT. After these discussions they would go to process my actual refund and I would receive another notification that the refund was not approved. The most recent interaction with an Xfinity agent reported that their supervisor can refund me $100 and then in another day will refund me $44 and then by the next 7 business days refund me the $228.75 which would equal the $372.75 which still is short changing me of the $372.92 which was the 2nd agreed amount that they would refund me from the initial $466.15 as they made sure to put the back date of the closing of the account out of that window I guess to save $93.23 that they would not need to refund me (remember I transferred my services back in 11/2024). Long behold, I obviously am writing this as I have not been refunded anything. I sadly still have services with Xfinity as there are not any other options where I live for internet services. I have been scammed, lied to, stolen from repeatedly without an actual explanation of what happend, xfinity refusing to admit to their own mistake, nor providing an actual fair resolution of refunding the full amount that they charged me wrongfully. I have reported this to the Better Business Bureau in the event Xfinity does not cooperate, along with saved every single transcript that proves Xfinity agreeing that they owe me different amounts of refunds and their utter confusion of the whole situation and lack of explanation of why they did this and or why they cannot fix it and correct the issue. I have all documentation to prove the over charges and Xfinity refuses to actually refund me due to their mistake on my account. What else do I need to do to actually get my refund IN FULL?
XfinityNatalie
Official Employee
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373 Messages
19 days ago
Hey there, user_c6uhcq! Thanks for posting on our XFINITY Community Forum regarding your remaining refund concerns. As a single homeowner, I completely understand how every dollar counts, especially during these difficult times. I can assure you that you have reached the right place for assistance to get to the bottom of this matter! Please 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.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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XfinityMarcus
Official Employee
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1.9K Messages
19 days ago
user_c6uhcq thank you for working with us to ensure your account billing concerns have been properly addressed. I am glad we were able to get this taken care of for you. Have a wonderful weekend!
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user_c6uhcq
Visitor
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6 Messages
10 days ago
I am only adding this in for other consumers as this issue continues with the missing refund. I did end up reporting this matter to the Better Business Bureau and was contacted by an “Escalation Specialist.” The Escalation Specialist was able to credit the account in the full amount that should be refunded as the amount has changed multiple times. Unfortunately, the process of the refund is lengthy (according to Xfinity). I rejected the notification to respond to Xfinity on the BBB website that “the issue was resolved,” as the issue was not resolved as I still have not received a refund. I have been told so many different time lines of when a refund will be received. Ex: 2-3 business days, 24 hrs, 7 business days, 4-6 weeks. The fact that Xfinity can take money out of my bank account at a moments notice but cannot refund the money in a timely manner is poor business manners. I will continue to reject the response from Xfinity through the BBB that the issue is resolved until I receive my refund.
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