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user_h8dsfv
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Thursday, January 15th, 2026 2:46 PM

Asking for refund

I stopped my service and returned all equipment in late June. However, monthly payments continued to be drafted from my bank account through the autopay setup. Unfortunately, I did not notice this issue until early October. I have since asked my bank to reverse the payments for September and October, but I am still seeking refunds for the July and August charges.What is especially frustrating is that your customer service representatives have repeatedly transferred me between different people and refused to issue a refund, despite acknowledging that my service was officially discontinued in late June. Even more concerning, Xfinity has continued to generate monthly bills after my service was canceled, even though I have contacted customer service numerous times to explain that the service was terminated and the equipment was returned. The most frustrating experience ever. 

[Images Removed: "Personal Information - Chat Transcript"]

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6 hours ago

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XfinityChristy

Official Employee

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2.6K Messages

6 hours ago

 

user_h8dsfv Hello, thank you for reaching out and sharing your experience. I apologize for the frustration and inconvenience this has caused you. We understand how upsetting it is to see charges continue after you’ve taken all the right steps to close your account and return your equipment. It is never our intention to make a service cancellation difficult, and it sounds like we missed the mark in providing you with a seamless transition. We want to make this right by investigating why the billing continued and how to best resolve this. Our team is standing by to research your account history and get this straightened out for you once and for all. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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 

 

We appreciate your patience and the opportunity to fix this.

 

 

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