The credit was not applied to my new account.

I have submitted several support tickets, but the problem has not been resolved yet. I have a payment issue. I have a credit of $159 from September 2025, and another $14. I also paid $109 before moving to my new residence on May 30, 2025, but these amounts have not been applied to my new account, and they are threatening to disconnect my internet service. The monthly payment is $7.99.

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user_jbbirv

Visitor

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14 Messages

19 days ago

The credit was not applied to my new account. I have sent several support tickets, but the problem has not been resolved yet. I have a payment issue. I have a credit of $159 from September 2025, and another $14. I also paid $109 before moving to my new residence on May 30, 2025, but they haven't applied these amounts to my new account, and they are threatening to disconnect my internet service. The monthly payment amount is $7.99.

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XfinityAngie

Official Employee

•

2.3K Messages

user_jbbirv, thank you for reaching out to Xfinity Support. I would be happy to take a look at your account and see what we can do to fix this for you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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19 days ago

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user_jbbirv

Visitor

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14 Messages

I Need Help Please, The problem has not yet been resolved, the credit and payments have not been added to my account and new address, and I am being threatened with service disconnection if I don't pay.

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12 days ago

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XfinityVictor

Official Employee

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1.9K Messages

user_jbbirv Hello, I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

Like

Reply

12 days ago

0

Customer Service

user_jbbirv

The credit was not applied to my new account.

user_jbbirv

XfinityAngie

user_jbbirv

XfinityVictor

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