Visitor
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2 Messages
How to get a live agent to apply a late fee charge
I am charged a late fee on my latest bill. I was on autopay with a debit card. That card was being used fraudulently by another party so I cancelled it and didn't realize that Xfinity could no longer be autopaid. I am a long-time customer and request the late charge be removed. I have re-established autopay with a direct financial institution autpay draw. I chatted with an agent yesterday but all he wanted to do was sales pitch me. He stated he would make a fee adjustment to my bill but never did!!
user_bc5b16
Visitor
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2 Messages
14 days ago
The title of this post should have read: How to get a live agent to apply a late fee charge "DELETED". This comment by ...user_bc5b16.
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XfinityMarcos
Official Employee
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1.9K Messages
14 days ago
Hi user_bc5b16, those fraud instances are the worst to deal with, so I hope you were able to get that all squared away. It's always a scare when you see things like that happening. The representative you worked with may have applied a credit to your account, but depending on your billing cycle, you won't see it reflected until your next statement. I'd like to review your account and any recent credits to confirm things with you. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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