You may see a credit or receive a refund on your account depending on the situation. While both can reduce what you owe, they work differently.
- A credit is added to your account and lowers your current balance or future bill.
- A refund returns money to you when your account has an eligible refundable balance.
| Description | Credit | Refund |
| What it is | Money applied to your account to reduce your bill. | Money returned to you. |
| How it affects your account | Lowers your current balance or a future bill. | Removes the funds from your account and returns them to you. |
| How you receive it | Applied directly to your account. | Sent to your original payment method when possible. |
| Common reasons | Often used for service issues, billing corrections, or other approved adjustments. | Overpayments, duplicate payments, deposits, or eligible balances on disconnected accounts. |
| Where you’ll see it | Appears on your bill and account history. | May appear as a payment reversal, prepaid card, or check, depending on eligibility. |
| If the amount is more than you owe | Any remaining amount stays on your account as a credit balance and is applied to future charges. | The eligible amount is returned to you and is no longer available to offset future charges. |
How Credits Work
A credit is applied directly to your account.
- If you have an unpaid balance, the credit lowers the amount you owe.
- If your bill is already paid, the credit may lower future charges.
- You can ask for a credit from the Xfinity Assistant, making it easy to get help without contacting an agent.
- Credits lower your account balance, but they don’t replace a payment.
- If your account is past due, you may still need to make a payment to avoid service interruptions or collections activity.
- You can view credits in the Xfinity app, online, and in the Credits section of your bill.
Common reasons for credits
You may receive a credit for:
- Approved billing corrections.
- Service interruptions or outages.
- Certain fees or charges that qualify for an adjustment.
- Other approved account adjustments.
How Refunds Work
A refund returns money to you when your account has an eligible refundable balance.
You may qualify for a refund if:
- You paid more than you owed.
- A payment was made more than once.
- An installation deposit needs to be returned.
When eligible, refunds are usually sent to the last payment method used on the account. If that isn't possible, other refund options may be available.
Frequently Asked Questions
Why did I receive a credit instead of a refund?
Many account adjustments are issued as a credit, which lowers your current balance or future bills. Credits are commonly used for billing corrections, service issues, or other approved adjustments.
Not all credit balances qualify for a refund. Refunds are generally available only for eligible overpayments, duplicate payments, deposits, or qualifying credit balances on disconnect accounts.
Can I request a refund for a credit on my active account?
Not always. Service credits, fee credits, and other credits on active accounts are usually applied to the account and are not refunded.
How do I know if I have a credit on my account?
You can review your account activity, billing details, or recent bills. Credits also appear in the Credits section of your bill.
Why haven't I received my refund yet?
Refund timing depends on the payment method and account status. Some refunds may need additional review before they can be issued.
Do I need to return equipment before receiving a refund?
If your account is disconnected, you must return all rented equipment within 30 days or pay any equipment charges before any eligible refund can be issued.
What happens if I move my service?
If your old and new accounts are linked, an eligible credit balance may transfer to your new account instead of being refunded.
Need More Help?
- To learn more about refunds, see What to Expect with a Refund from Xfinity.
- For questions about a credit, refund, or account adjustment, contact Xfinity Support for help reviewing your account.
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.
