1 Message
[URGENT] Ticket #s [Edited: "Personal Information"] Refund and Unauthorized Charges
TWO new lines under ONE account:
- [Edited: "Personal Information"]
- [Edited: "Personal Information"]
Ticket #s:
- Opened 12/6/24: [Edited: "Personal Information"]
- Opened 12/20/24: [Edited: "Personal Information"]
TO THE ESCALATION DEPARTMENT:
I transferred two phone lines and two phones from Verizon to your service in September 2024. Since then, I have been incorrectly charged for five lines and am currently owed a refund of a minimum $309.34 (plus taxes, fees and any other charges based on the full amount charged). Despite numerous assurances, I have yet to receive this refund.
Additionally, your company continues to charge my card on file without my authorization for arbitrary amounts. This is unacceptable and constitutes a breach of trust. I have spent over eight hours on the phone with your support team, and there has been no resolution to date.
If this issue is not resolved immediately—including processing the refund and ceasing unauthorized charges—I will have no choice but to cancel my service entirely and escalate this matter to the appropriate regulatory bodies.
Please prioritize this matter and provide confirmation of the steps being taken to address it.
[Edited: "Personal Information"]
[Edited: "Personal Information"]
[Edited: "Personal Information"]
CC_Tony
Retired Employee
•
1.4K Messages
2 months ago
Hello, @user_wswfb4. Thank you for letting us know what is going on. We definitely want to get that fixed for you. I can't imagine how frustrating it has been to pay for extra lines like that. Please, send a DM to Xfinity Support with your full name and address to get started. Thank you.
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) or https://forums.xfinity.com/direct-messaging
•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
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