In some situations, you can request a credit through the Xfinity Assistant.
Credit reasons
You may be able to request a credit for the following charges:
- Early termination fee
- Installation fee
- In-home service visit fee
- Service outage
- Video or rental purchase
Xfinity Assistant credit process
- If you are the primary account holder or manager, sign in to the Xfinity app or xfinity.com and click on Ask Xfinity Assistant.
- Request a credit for a particular service charge or one-time fee by entering credit or credit for fees.
- The Xfinity Assistant asks some questions to decide if your credit request meets requirements.
Credits on the account
If you qualify for a credit:
- Xfinity Assistant will confirm that a credit will be issued.
- It will take up to 10 minutes for a new bill credit request to show on your account, and the page will need to be refreshed.
- To see bill credits, check your transactions history.
- A confirmation email or SMS text message will be sent based on the communication preferences set on your account.
- The Xfinity Assistant will reply with:
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?
If you don't qualify for a credit:
- Xfinity Assistant will provide the reason your request doesn’t qualify.
- Xfinity Assistant will transfer you to an agent.
- Responses will vary by scenario and account history review.
