Contributor
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15 Messages
Account closed: Is there any amount due or not (received conflicting information) ?
Hello, I have closed my account with Xfinity. At closing, I was told I was due for a refund. This was told to me twice, first by the rep. at the Xfinity store where I returned my equipment, and also told by a Xfinity rep. online that I chatted with.
However, I still see a (small) amount that is still appearing like I still have to pay, in my online account - which is supposedly reflecting the amount due after closure.
I'm not sure which is correct - is my account in fully paid state (as told to me by the store as well as chat reps of Xfinity), or is the amount being shown in my logged in state ?
Can someone help figuring this out, definitely, please ?
(I've had bad experiences with Xfinity billing previously, hence, would like to be absolutely sure whether I owe the small amount or not, so that I can pay it)
XfinityPaula
Official Employee
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1.2K Messages
4 months ago
Hello @bolster Good morning! Thanks for reaching out to us on our Xfinity Forums for help with the account balance and figuring out the accurate information. I'm sorry the details are conflicting. Many times the online balance will be incorrect since it may not update until the next statement posts. So we tend to see the accurate details on this side before the online side updates. If there is a credit / refund due on the account it will be processed within 30 days to the last payment method on the account, as long as the refund amount is equal or less than the last payment made.
With all that being said let's go ahead and take a look at your account, so I can say for certain what is happening and make sure there are no issues. Having an issue with anything always makes we weary when I have to go through the process again. No fear, we will make sure everything is accurate!
Please send us a direct message with your name and service address. I will verify the account and dig into the specifics for us so you know what to expect.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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bolster
Contributor
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15 Messages
4 months ago
Thanks, I following up with DMs to ensure proper closure of the account with regards to charges.
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XfinitySara
Official Employee
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1.3K Messages
4 months ago
@bolster - Thank you once again for giving our Digital Care Team the chance to help with your final account balance! We were able to confirm a credit balance refund due to overpayment, which took some time for you to receive, but our billing system and your online account now reflect that everything has been taken care of since you received that refund. Please don't hesitate to create a new post should any other questions or concerns arise, and we'll hopefully see you join the Comcast family once again sometime down the road! I really appreciate your time on this, and I hope you have a lovely day :)
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Again
Expert
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31K Messages
4 months ago
As this is resolved, I am closing this thread.
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