8 Messages

Tuesday, August 26th, 2025

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.

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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.

8 Messages

@XfinityKei​ Just completed your above steps, awaiting a reply.

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.

Official Employee

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2.4K Messages

Hi there @user_hk0ud7!  Thanks so much for taking the time to follow up.  Our apologies for any miscommunication or confusion regarding this.  In checking, I am showing an unanswered PM from us on 08/26/2025.  Please feel free to shoot us a message whenever you're ready so that we can get this resolved for you. 😉

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

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] 

(edited)

Official Employee

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2.2K Messages

Hey @user_hk0ud7, Thank you for visiting our official Xfinity Forums Community support page. We are not showing that you have replies to our last direct message which resulted in the request closing. If you need further assistance, please do not hesitate to send us a direct message. We are always happy to help. 

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 a reply as the Accepted Answer.tick
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