Visitor
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1 Message
Double Charged, internet got disconnected, and I’ve been on hold waiting for a supervisor for almost an hour
Hello
I scheduled a payment via Apple pay on July 14 for a pay date of July 16 to get my account up to date and keep my service from being disconnected.
I called Xfinity to ensure that a payment scheduled for the 16 would be sufficient to keep my service. I was told that the payment MUST be made before midnight on the 15th and that the scheduled payment would not keep my service from being disconnected.
She advised to cancel the existing payment and to make one over the phone on the 15th instead. Which i did. However my account was debited twice as the second payment wasn’t canceled.
I called back and spoke to a supervisor who issued a refund for the second payment. Now today my service was disconnected because the balance wasn’t paid? I’m not understanding how that’s possible when the money has left my account twice.
Im calling back right now to try to get this sorted before I have to try and work from home on Monday, but I've been sitting on hold waiting for a supervisor for 45 minutes!
XfinityJustinM
Official Employee
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348 Messages
3 months ago
Greetings @user_mxj70d, I can defintley understand your confusion in your scenario. You have come to the right place, and we will get to the bottom of this with you so that you can have a more controlled week up ahead. If you could 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, I'd be more than happy to look into this for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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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