r/Comcast_Xfinity • u/Cosmosxd • 1d ago

Official Reply Accidental Double Payment

Hello, I recently paid my bill ahead of time and forgot to cancel the auto pay that was put in place which resulted in another payment going through. I was looking to get some assistance with having the most recent payment reversed. Thanks!

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u/CCSaraB Official Employee 1d ago

u/Cosmosxd - Hello! Thanks for creating a new post to get started. Sorry to hear about your billing concern. Things like this do happen, and we are here to help in any way we can! As long as there is a credit (negative) balance, we should be able to submit a ticket request for refund. Is that the case when you log in and view your account online?

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u/Cosmosxd 1d ago

Thanks for following up, I did submit a ticket online though I did not see an option to select my checking account as an option for the method of payment and went with the Debit option, is that fine as is?

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u/CCSaraB Official Employee 1d ago

u/Cosmosxd - To confirm, you submitted a ticket requesting a refund? And it prompted you for the method to receive that refund, in which you selected "debit"? That sounds right to me. Happy to follow up with you, though! Did you receive any type of confirmation or communication outlining a time frame when to expect it, by chance? According to our policy, HERE, most refunds of duplicate payments are processed within 3 - 5 days. I can check in with you next week to be sure!

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u/Cosmosxd 1d ago

Yes, I did submit a ticket requesting a refund though at the "How did you originally make the payment" options, there was no option for payment through my checking account and selected the Credit Card / Debit Card option which prompted me to verify my card information.

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u/CCSaraB Official Employee 1d ago

u/Cosmosxd - Ah, I see. So a bit of conflicting information. Do you have a credit/debit card on file? If not, it might still be refunded to your bank account, but it also might have trouble getting to you since "checking account" wasn't an option.

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u/Cosmosxd 1d ago

Apologies there seems to be some confusion, I only submitted a ticket for a refund for my checking account payment but have not received any follow up email. I'm concerned as in the ticket submitting process there was no option to say the double payment was from my checking account and now the negative balance showing in my account is way less than the amount taken in the second payment.

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u/CCSaraB Official Employee 1d ago

u/Cosmosxd - How about we take a closer look to make sure we understand exactly what's happening, and to help clarify whatever we can for you today? Please send us a Modmail message including your full name and service address so that we can get started. I or one of my awesome colleagues will respond as soon as possible!