8 Messages
Incorrect billing charges
I have now spent over SEVEN hours trying to straighten incorrect charges on my Xfinity bill. After visiting my area Xfinity store in Portsmouth, NH, to downgrade service, the trouble began.
I had just moved, transferring my service address. In the chaos of moving, I was billed an odd amount, and paid it. Upon my first of many calls, I was told my bill in fact had incorrect charges. During my next call, I was told I missed paying my June 2025 bill. I have had Comcast for over 30 years, and NEVER missed a payment, and verified my full June 2025 payment was made before the due date.
On my next call, a refund ticket was opened to refund this overpayment. The next day, I received a text from Xfinity saying my ticket was close/no refund.
On my next call (today) I was told I would be credit the amount of the overpayment, but "it won't display on your account." Sure, nothing could go wrong here! If it's not in my account, it's not a refund/credit!
So now, seven hours of useless "customer service," I'm told a supervisor will call me within the next 3 hours. WE'LL SEE
Can someone from this company please fix this mess? I'm pretty sure you're not allowed to extort money from customers.
XfinityKei
Official Employee
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1.9K Messages
2 months ago
@user_hk0ud7 Thanks for bringing your concerns to our attention. I can certainly assist you with your bill concerns. Can you please direct message me your first and last name along with your full service address so that I can assist
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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user_hk0ud7
8 Messages
1 month ago
FYI I never received any resolution, promised return calls were never made and I’m back to square one. Terrible company.
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user_lo9xwg
Contributor
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21 Messages
1 month ago
Have you had any luck actually resolving and getting your refund? I am in a similar situation but for overcharges taken from my account for a post-cancellation period I shouldn't have been billed for but have received the most ridiculous responses from customer service trying to pin down an answer on my refund. Last week, I was chatting with an agent via chat and he had a rep call me to give me"verbal consent" for my refund (insisting he couldn't initiate it without my verbal consent and because he was just a chat agent, he couldn't call me for it himself) and the person he connected me to on the phone started LAUGHING when I told her what he had told me. She called him a liar and told me he was full of "lies, lies and more lies" when I kept reading her his responses to me. Eventually, when I asked him how to file a formal complaint, he just disconnected my chat. Hopefully you've been able to find someone at this company with some integrity - there has to be at least one (right?).
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user_hk0ud7
8 Messages
1 month ago
No resolution, no promised return phone calls, no admission of their error. I suspected this is a hack organization, now with your description, I’m sure of it.
[Removed: Solicitation]
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