Visitor
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1 Message
Agent did not cancel service, still getting billed!
A few months ago, I tried to get Xfinity service, but for some reason the modem didn't connect. I got on chat with an agent and they tried activating it, but it didn't work. I got fed up and told them to just cancel the service and send me a box so I can return the device and they insisted they try to get a manager to discuss waiving the tech fee. Well, I waited and kept the chat window active and well before the auto disconnect time, they dropped me. Foolishly, I thought they cancelled the service like I told them and I had hoped they ship out the box for the device, since that was the last thing I told them, but I've still been getting billed for a service that I've never used once.
I don't have the funds to pay for this mounting mess. I just want to get the device back and these charges I can't pay gone. Maybe I'll try it again later, but right now I'm just disgusted with this whole situation. I need a return box shipped to me because I'm a full time caregiver, with my own issues, and cannot leave the house.
XfinityTonya
Official Employee
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9 Messages
50 minutes ago
Hello @user_t7zuua,
Thank you for reaching out to us here on the Xfinity Forums. You’ve definitely reached the right place for help.
I completely understand your frustration with expecting the account to be canceled and then finding out you were still billed. That would be concerning, and it’s certainly not the experience we want for our customers.
To better assist you and assist with the account, we’ll need to move the conversation to Direct Message.
Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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