unauthorized on-demand purchase

I received both a text message and email last night that I purchased an On-Demand movie for $19.99 that I did not purchase. I have not had any luck reaching customer service via chat and the automated system that calls me back is too difficult for me to navigate to actually speak to someone (I am visually impaired and cannot input the information quickly enough). How do I ensure that I am not charged for this purchase that I did not make and that my account is secure?

Responses

B

bvlymlee

Visitor

•

3 Messages

2 years ago

This happened to me yesterday. Currently unable to get a hold of anyone to help via the online chat or on the phone.

Note: This comment was created from a merged conversation originally titled RE:

1

0

CCJennifer

Problem Solver

•

743 Messages

Hello @bvlymlee! We hate to hear you've received notification about a movie purchase you didn't intend on. The first thing we always recommend is setting up a purchase pin on each one of your boxes to avoid any accidental purchases. We'll be happy to take a look at this one for you! Could you please send our team a direct message with your full name and full address?

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

I no longer work for Comcast.

2 years ago

0

Billing

bvlymlee

unauthorized on-demand purchase

Was this helpful?

bvlymlee

CCJennifer

New to the Community?