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user_a6klw2
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10/21/2026 2:52 AM

Account was not cancelled even though I cancelled it

I cancelled my service when I moved from my previous house and was directed to return the equipment in November 2025. Comcast says that they can see the equipment was returned and that there has been no usage on the account since then. I realized I was getting double charged because I have Comcast at my current house under a new account #. Comcast is saying that the old account was never cancelled on their end and because they don't have a note on it, there is nothing they can do. Record all phone calls yourself with Comcast when cancelling because they will make it your problem even when it's they caused the problem

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5 hours ago

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XfinityJeniece

Official Employee

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4.5K Messages

5 hours ago

Hey there, @user_a6klw2, thanks for reaching out through Xfinity Forums regarding your account. We can take a look to ensure the account was disconnected. Can you please send us a direct message with your full name and your full address?

 

How to Send Us a Direct Message:

  • Click “Sign In” if necessary.
  • Click the “Direct Messaging” icon.
  • Click the “Start new conversation” (pencil and paper) icon.
  • In the “To:” line, type “Xfinity Support.”
  • As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  • An “Xfinity Support” graphic will replace the “To:” line.
  • Type your message in the text area near the bottom of the window.
  • Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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