4 Messages

Wednesday, September 10th, 2025

I Can Log In I cannot canel autopayment and I still Got Charged After Transferring Account

Hi,
Last month, I transferred my Xfinity account to my roommate. I am no longer the activatiy account holder and I don't have xfinity service in my account.
However, my credit card was still charged today.
I would like to request:

  1. Removal of my credit card from the account
  2. A refund for the charge

Since th page shows Restrited Section. I’m unable to make these changes myself.
Please let me know what information you need from me to verify my identity and resolve this.
Thank you!
Oldest First
Selected Oldest First

Official Employee

 • 

2.4K Messages

1 month ago

Thank you so much for taking the time to reach out to Xfinity Support @Helemian!  We are so glad to hear from you and want to assist with addressing your billing concerns.  No worries!  You have reached out to the best team to assist with getting things squared away.  Are you logging in with the primary username to make the changes to your billing preferences?

4 Messages

Hi Team, 

Thanks for quick reply. 

Yes, I am the primary user of the old account.
Here’s the situation:
Last year, the Xfinity service for our apartment was under my name and account. When the service term ended this year, we created a new Xfinity account under my roommate’s name for the same apartment.
As a result, my old account is no longer in use, and the current Xfinity service is running under my roommate’s account.
However, this month, my credit card was still charged $60 through autopay on my old account.
When I tried to cancel autopay or remove my card, I got an error message saying “Sorry, this isn’t working right now.”
Could you please help me:

  1. Remove my credit card from the old account
  2. Issue a refund for the $60 charge

I’m happy to provide the previous service address, last 4 digits of my card, or any verification you may need.
Thank you so much for your help!

Best,
<Edited: Personal Information>

(edited)

Official Employee

 • 

3.3K Messages

I understand and appreciate all of the details, @Helemian! We are able to help further with the account and billing. 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:
• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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