Visitor
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2 Messages
Unauthorized Charges, Inaccurate Billing, and Request for Full Refund
Hi Xfinity Customer Support,
I am writing to raise a formal complaint regarding unauthorized billing and unresolved refund issues on account wrongly created by xfinity on my name. Between October 2024 and June 2025 I was charged $65.88/ month for service I never signed up for.
I have never resided at that address and did not authorize any services at that location. Despite raising a complaint months ago and requesting cancellation and refund, your team failed to take timely action. I was made to wait over two months before receiving acknowledgment that there was no usage on the account and that I was eligible for a full refund.
Instead of a full refund, I was issued a partial refund of $45, which I have not received.
Even after cancellation request for that account on June 2, I have been charged $69.11 on July 7 & $99.14 on August 4. None of these charges can be seen in my account statement but can only be seen on my credit card. This is very frustrating.
I’ve spent hours on calls with your customer care team, only to be transferred between departments with no resolution. In several instances, I’ve been spoken to dismissively, as if I were at fault—despite being the victim of this issue.
What’s most concerning is that this is not an isolated incident. I have come across hundreds of complaints from other Xfinity customers on this forum reporting identical issues—unauthorized accounts being created, unrecognized billing starting in October 2024, and the same frustrating cycle of delays, dismissive responses, and ultimately no resolution. This indicates a systemic issue in your billing and account management systems that needs to be addressed urgently.
I am requesting the following immediately:
1. A full refund for all charges starting October - To date, for above mentioned unauthorized service.
2. A confirmation in writing that the unauthorized account has been permanently closed and that I will not be billed further.
( Note : I do have an existing service at current residence which I recognize)
If I do not receive a resolution soon, I intend to initiate a formal dispute with my credit card company for all unauthorized and unrecognized charges from Xfinity.
Please treat this as urgent and provide a written resolution without further delay.
XfinityDena
Official Employee
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4K Messages
5 months ago
Thank you for reaching out @user_n0nncr I am sorry to hear you had this issue. The best course of action, in this case, would actually be to report this to our Customer Security Assurance. You can contact them calling CSA directly at Toll-Free Number: 1-888-565-4329.
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user_n0nncr
Visitor
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2 Messages
9 days ago
Subject: CSA Acknowledged unauthorized Account — Charges Still Ongoing | Immediate Resolution Required
Hello Xfinity Support Team,
I am posting again to formally document that the Customer Security Assurance (CSA) team has already acknowledged that an unauthorized account was created in my name, and yet charges are still continuing.
Timeline summary:
- An unauthorized Xfinity account was created using my name for an address where I have never resided
- I was charged $65.88/month from October 2024 for services I never authorized.
- I have been contacting Xfinity since March 2025 requesting cancellation and refund
- After over two months, Xfinity confirmed no usage and eligibility for a full refund
- Instead, I was issued a partial $45 refund, which I have not received.
- Despite requesting cancellation again on June 2, 2025, I was charged: $69.11 on July 7 and $99.14 on August 4 onwards (till date)
Per Xfinity forum guidance, I contacted Customer Security Assurance (1-888-565-4329)
→ CSA acknowledged the problem and confirmed cancellation and refund
→ No corrective action has occurred
→ I am still being charged
I want to be absolutely clear:
- This account has been acknowledged internally as unauthorized, they also confirmed there is no usage on this account
- Continued billing after CSA acknowledgment is billing misconduct
- I have spent hours across multiple departments without resolution
I am requesting the following immediately:
- Full refund of all charges from October 2024 through present for the unauthorized account
- Immediate cessation of all billing activity related to that account
- Written confirmation that the unauthorized account is permanently closed
- Written confirmation that my identity and payment methods are fully disassociated from that account
(Note : I do have an existing, legitimate Xfinity account at my current residence, which is not in dispute.)
If this matter is not resolved promptly, I have to escalate this issue with Credit bureau and FCC.
This issue appears to be systemic, as many customers have reported identical unauthorized account creation and charges. I am requesting immediate escalation to a senior resolution team with authority to close this case fully.
Please provide a written update without further delay.
Thank you.
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