Duplicate charge

I have been double charged. First I was advised to use the virtual assistant. The virtual assistant advised me to speak with an agent. That agent said they could not help because it’s the prepaid “Now” service. Then they said to expect a call from another agent within 30 minutes who could help. That agent called and said they could not help because the duplicate charge does not show on their end and that I would have to wait up to 24 hours for an email or call from a higher up who could help me. Now my issue is, I’m on a fixed income and this double charge has caused me an overdraft me. The time and frustration this has caused is overwhelming. Not only that but my account is in the negative and I have to wait and hope that the next agent can ACTUALLY be helpful and resolve this issue. I feel I have been given the runaround. This is very disappointing. Should I dispute with my bank to get the issue resolved quicker?

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EG

Expert

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121.6K Messages

5 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityJon

Official Employee

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1.8K Messages

5 hours ago

Good afternoon user_kbortu.

I can certainly understand your concern. I will be happy to assist further. I do have a couple questions to better understand the situation, where were the payments made (ie: over the phone, on the Xfinity App, etc.)? Were the payments made using a debit or credit card, or a bank account?

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user_kbortu

Visitor

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3 Messages

I’m billed monthly through the app using my debit card. It automatically comes out every month. I had two payments back to back on the same day billed for the same amount.

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3 hours ago

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XfinityAldrik

Official Employee

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2.8K Messages

Have both payments been fully processed or are they as pending transactions through your bank @user_kbortu?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 hours ago

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user_kbortu

Visitor

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3 Messages

Both have been fully processed. One was still pending this morning and posted while I was trying to get the issue resolved.

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3 hours ago

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XfinityAldrik

Official Employee

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2.8K Messages

Thank you for confirming that @user_kbortu. With both transactions being fully posted, we will want to take a closer look at the account. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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3 hours ago

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Billing

user_kbortu

Duplicate charge

EG

XfinityJon

user_kbortu

XfinityAldrik

user_kbortu

XfinityAldrik

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