You may be able to request a credit through Xfinity Assistant for the following reasons:
- Early termination fee
- Installation fee
- In-home service visit fee
- Service outage
- Video or rental purchase
How does it work
Request a credit through Xfinity Assistant
Primary account holders or managers may request a credit for a service charge or one-time fee by following these steps:
- Sign into the Xfinity app or xfinity.com.
- Click on Ask Xfinity Assistant.
- Enter credit or credit for fees.
- Xfinity Assistant asks questions to decide if your credit request meets the requirements.
- If you qualify for a credit:
- Xfinity Assistant confirms a credit will be issued.
- OK, you are all set and will soon get a confirmation email. You'll also see the credit in your transaction history and on your next bill. Is there anything else I can help with?
- To see credits, refresh the page and check your transactions history.
- A new credit request can take up to 10 minutes to show on your account.
- A confirmation email or text message is sent based on your communication preferences.
- Xfinity Assistant confirms a credit will be issued.
- If you don't qualify for a credit:
- Xfinity Assistant provides the reason your request doesn’t qualify and transfers you to an agent.
- Responses vary by scenario and account history review.
