Visitor

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2 Messages

Wednesday, September 3rd, 2025

We’re not able to process your request for a credit

I was overcharged for going over my internet data usage for 2 months, even though I have unlimited data plan. 

I even got an email weeks ago assuring me that I have unlimited data and that I may be incorrectly sent a message saying I’m over my data usage. 

I chatted with an agent who confirmed I was wrongly billed $169.03 more than I should have been. He submitted a request for a refund after confirming my bank account info and said I would have the money back in 4-5 business days. 

The next day I got an email saying the refund wouldn’t be processed.  

This is my last resort to getting my refund before submitting the email and screenshots of my conversation with an Xfinity agent to the FCC for fraud. 

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Official Employee

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1.5K Messages

1 month ago

 

oyekayjay Thanks for posting on our Forums. Our team can certainly assist in reviewing the billing history and data usage for your internet service. Please send our team a direct message with your full name and address.
 
To send a Direct Message:

 

 

Ensure you are logged in

  • 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.
    • An "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.

 

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?).

Visitor

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2 Messages

@user_lo9xwg​ I did not get this resolved. The “Official Xfinity Employee” sidestepped the issue with more tact than the CS people I talked to on the phone, and I ultimately gave up. 

Xfinity uses shady business practices from initial set up to ending the service, which I will be doing soon. 

I’ve read positive results from people filing with the FCC, so I will be going that route. 

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