Visitor

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2 Messages

Sunday, January 11th, 2026 5:52 PM

Billing Error/Fraud charge Xfinity Mobile

Purchased a new iPhone and paid in full. It took a month to arrive, charges verified on credit card. The following month I was charged $50 for a phone payment. After an exhaustive chat message (which I saved the transcript) I was credited $50 and the commitment was made to ensure the problem was fixed. I indicated a healthy skepticism. Sure enough, my credit card was charged and additional $50 for last month and I see the plan to charge $50 next month. I believe the term is "Fraudulent Charge" when a company is informed they incorrectly billed you, when they repeat it. 1. How do I stop the charge; 2. How do I get a refund to my card, now; I plan to put a fraud hold on my cc Monday morning, and will be contacting the BBB. Not sure what else I can do to stop you from cheating this customer. 

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Official Employee

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2.6K Messages

5 hours ago

 

user_0jvu12 Hello and thank you for reaching out via our Xfinity Community Forums. I am sorry for this recurring billing error and the frustration it has caused. Paying for a device in full should be a seamless experience, and I completely understand why you feel this way after being assured it was resolved. This is certainly not the experience we want for you. I want to make this right immediately. Please send me a direct  message with your full name and address, so I can escalate this right away.  

 

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

 

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