If you see a charge you don’t recognize on your Xfinity or Xfinity Mobile bill, Xfinity is here to help. Most often, charges appear on your bill because someone on your account approved a product, service, or change.
An unauthorized charge is a charge for a product, service, or equipment change that you — or another authorized user — did not approve. When you have a question about a charge, Xfinity checks your account records, including email, text, or online confirmations, to see whether the charge was approved.
If approval for a charge can’t be confirmed, you may be able to dispute it.
When can I dispute a charge?
You can dispute a charge if Xfinity does not have email, text, or online confirmation that the charge was approved by you or another authorized user on your account.
You must dispute a charge within 120 days of when it shows on your bill.
What charges can be disputed for Xfinity Internet, TV, Voice, or Home?
You can dispute:
- Services you did not order.
- For example, a new TV package or internet speed increase you didn’t approve.
- Wrong or unexpected equipment.
- Such as equipment added in error or rental charges for equipment you own.
- Promotions that ended early.
- If a discount stopped before the effective end date.
What charges cannot be disputed for Xfinity Internet, TV, Voice, or Home?
You cannot dispute:
- Promotions that ended on schedule.
- Roll-to-regular price after a promotion.
- Installation fees.
- Standard rate increases.
- Taxes, fees, or surcharges.
- On Demand and/or pay per view (PPV) ordered or watched by someone in your home.
- Early Termination Fees (ETFs) that you accepted when you accepted your contract.
What Xfinity Mobile charges can be disputed?
You can dispute:
- A new line or device you did not approve.
- Wrong device or accessories.
- Global Travel Pass you did not order.
- Account changes you didn’t approve that caused you to lose a promotion.
- Promotions that ended before the effective end date.
What Xfinity Mobile charges cannot be disputed?
You cannot dispute:
- Promotions that ended on schedule.
- By the Gig overage charges.
- International charges without Global Travel Pass.
- Taxes, fees, restocking fees, or line access fees.
- Device returns that are late or damaged.
- Price changes due to plan or account updates.
What happens after I submit a dispute?
Xfinity will review your:
- Approval records.
- Account history.
- Usage (when applicable).
If approval can’t be confirmed, you may get a credit. If approval is confirmed, the charge will stay on your bill.
How will I know the result?
Xfinity will update you — usually by phone or email — when the review is complete. Most reviews are completed within 30 days.
If you think a charge is wrong
Xfinity is here to help.
You can start by:
- Reviewing your bill in the Xfinity app or Xfinity Mobile website.
- Contact us for support.
- Chat with Xfinity Assistant.
Someone will review the charge with you and guide you through the dispute process.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.
