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user_cb88c2
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Sunday, June 12th, 2022 3:25 AM

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I was just charged for an on demand movie I did not purchase

I got a text message at 10:38pm tonight thanking me for a rental of Downtown Abbey a New Era HD Movie for $19.99 -I did NOT rent this.  How is this happening and why was I billed for a movie I did not purchase.  I tried chatting with live agent and not working

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2 years ago

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user_cb88c2

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2 Messages

2 years ago

so frustrating - it says live chat on support - and every time you try to click on it it says long wait times and it wants you to try later

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XfinityWilliam

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1K Messages

Hi @user_cb88c2. My apologies that you were charged for a movie that you did not watch. Let's take a closer look at this. Please send us a private message with your full name and full service address.

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.
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2 years ago

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Die_800Service

Visitor

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1 Message

2 years ago

Happened to me just now.  3 texts in a row for 3 movies we did not order.  online chat agent is clueless.

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XfinityThomasA

Official Employee

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1.8K Messages

@Die_800Service - Oh no! Thank you for your feedback. That is so odd. Rest assured you've reached the right team for help with charges for movies you did not order. Let's take a closer look together and we'll work towards a resolution. Please send us a private message with your full name and full service address.

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

2 years ago

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bvlymlee

Visitor

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3 Messages

2 years ago

This happened to me yesterday. Currently unable to get a hold of anyone to help via the online chat or on the phone.

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Zaleeb8484

Visitor

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2 Messages

2 years ago

I to was just charged today for a movie I did not even watch but someone is watching it shows half way watched.  Was the woman king HD, not my type of movie no pun intended. I called and spoke with an agent was clueless too.  Someone is watching, common if I can see this then the agent can too makes no sense.  It's fine I know someone in LP with xfinity if it employee related this will be dealt with but I want I refund I forwarded the info.  Xfinity needs to be more on top of this takes trust away and security.  

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XfinityDena

Official Employee

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2.5K Messages

Thank you for reaching out. Our system normally takes between 24-72 hours to update when it comes to charges, movies, etc which may be the reason the representative may not have been able to see the movie you were speaking of. I would highly suggest adding a purchase pin onto your box to prevent unwanted movie and show purchases and rentals. You can follow the link: https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off.

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

2 years ago

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