Unauthorized charges

I have contacted Xfinity mobile and Xfinity several times about unauthorized charges that came off my account yesterday. I have yet to have anybody to find the charges that Xfinity use my card to make. I am very nervous as I think it may be something internal with Xfinity. I Have never dealt with my bank card ever being compromise and I am very nervous. I am even more Perplexed that Xfinity, can’t see that they are taking money out of my account and it is Definitely the company drawing money out of my account.

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XfinityEricB

Official Employee

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2.6K Messages

11 days ago

user_g37g3q I would be concerned as well when payments are made that weren't authorized, and I would be happy to help resolve the issue in any way I can.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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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user_g37g3q

Visitor

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3 Messages

I not going back-and-forth with you guys as I have spoken to over 10 representative including the fraud department. I will have my bank dispute issue with guys. And After reading several posts this seems to be an ongoing issue with you guys. Hopefully this gets work gets out because I’m thinking this might be an internal issue with you guys and fraud. I’m traveling right now, but trust me when I get home after a couple months I probably will be looking for new service where I won’t have to worry about my money being taken out my account fraudulently. And Most definitely a company with a system that can stop unauthorized money being withheld and immediately.

(edited)

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8 days ago

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XfinityKassie

Official Employee

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2K Messages

user_g37g3q I know this can be a frustarting situation, I've been there myself. Scammers are getting pretty creative and smart these days. If you would like to pick this back up when you get back, please feel free to reach out to us. We'd be happy to help you look into this further. I hope you have and safe trip!

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6 days ago

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eujaynia55

Visitor

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4 Messages

6 days ago

Just a thought: Login to Xfinity.com and access your bill. I am not certain, but it should show charges to your billing. How are you seeing the charge? Through your credit card, bank institution, or your Xfinity bill? If Xfinity isn't seeing a charge to your account, it sounds to me that someone on the exterior side of your Xfinity account got your information--not Xfinity actually charging "your Xfinity account." If it came out of your bank account and you did not order anything while watching TV, call your bank immediately and report it as fraud. Same kind of advice if it happened on your credit card. Xfinity has always given me excellent service with removing charges I had issue with. Good luck & I hope this helps!

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user_g37g3q

Visitor

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3 Messages

I’m just saying it’s weird that are no charges showing up on my Xfinity account, but there were charges showing up on my bank account of you guys taken almost $1000. I called you guys and you guys told me to take it up with the bank instead of tracking down a charge and depleting the transaction. You guys let it go through on my account ( bank an )and it was from you guys. It’s just weird if someone wanted to hack my card… why would they only use it within you guys company. It just makes me believe that something is going on more with this agency internally.

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6 days ago

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XfinityBenjaminM

Official Employee

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2.5K Messages

user_g37g3q We will need to investigate if this charge actually came from us. The amount of money you mentioned is certainly not a common amount we would ever require to withdraw which is why it is recommended that you first contact your financial instituion to have the charge investigated and it's good practice to want that account locked down to prevent future transactions. We'll be happy to take a look. Please DM us with your full name and address. Here are instructions on how to send a DM in case you need them:

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.
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

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6 days ago

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user_g37g3q

Unauthorized charges

XfinityEricB

user_g37g3q

XfinityKassie

eujaynia55

user_g37g3q

XfinityBenjaminM

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