In some situations, you can request a credit through the Xfinity Assistant.

You may be able to request a credit for the following charges:

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.

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: