Months patiently waiting, Hours on the phone, No Resolve for almost 10months

<span;>i moved out of a house, canceled my xfinity online and had a cancelation confirmation. Come to find out ive still been getting charged. They said they would refund, never got it. I call again and they said no refund because I have to return a router, i prove to them that i never had a router from them so they said ok refund is coming. never got it. I call again and they said my refund was returned to a bank account not associated with me... I prove to them that i have no bank account with the last 4digits they mentioned (ive only ever used 1 bank account for xfinity, with my bank on the line, i prove that as well). They say they will work on it/investigate and call me back. Then i get a text saying my ticket was closed, still no refund and no update. Its been almost 10months of being owed almost 1000$.
</span;>

Responses

XfinityChristy

Official Employee

•

2.1K Messages

8 days ago

user_kbpvgj Oh wow, this sounds incredibly frustrating and absolutely unacceptable. I can only imagine how exasperating it must be to spend almost a year trying to get a refund you're owed, especially after clearly canceling your service and repeatedly proving your case. I'm truly sorry you've been put through such a difficult and drawn-out experience. I definitely want to help get to the bottom of this and make sure you receive the refund you're owed. The situation you've described, with conflicting information, unreturned calls, and a closed ticket, is not how we want things to be handled.

To properly investigate everything you've detailed—from the initial cancellation to the mysterious bank account—I'll need to securely access your account information.

Could you please send me a Direct message with your:

Full name
Previous service address (the one you moved out of)
Any account numbers or ticket numbers you might have from previous interactions

Once I have those details, I'll dive into your account history and work to understand what's happened with your refund and get this resolved for you.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

0

Billing

user_kbpvgj

Months patiently waiting, Hours on the phone, No Resolve for almost 10months

XfinityChristy

New to the Community?