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user_x2p224
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Sunday, October 5th, 2025

Charged for movie I didn't watch

Hi I was charged 19.99 for a movie I didn't buy or watch. I went into store to dispute the charge, and they said to contact xfinity support through this forum. 

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20 days ago

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XfinityThomasD

Official Employee

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1.5K Messages

20 days ago

 

user_x2p224 Thanks for creating a post on our Forums. Our team can help review the charge for you. When you're available, 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.

 

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BruceW

Gold Problem Solver

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26.8K Messages

20 days ago

Hi I was charged 19.99 for a movie I didn't buy or watch. ...

In addition to getting the billing corrected, consider setting up a Purchase Pin on each of your cable boxes/DVRs and in the Stream app and the web portal to prevent this from happening in the future. See https://www.xfinity.com/support/articles/parental-controls-non-x1 and/or https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off and/or https://www.xfinity.com/support/articles/x1-manage-tv-settings-online.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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