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1 Message

10/09/2026 1:38 PM

Being billed for non-existent services. Called 3 different occasions and was promised that I would not receive additional bills.

I cancelled my internet and mobile services Dec 2025. I continued to receive bills jan-march 2026. I called customer service and had the charges refunded and was told future billing would not occur as they confirmed I had my services cancelled per my request in november 2025. I continued receiving monthly bills of varying amounts. I called again in June and was escalated to a supervisor who promised me that the problem was resolved and 'guaranteed' that would not continue receiving charges. I received a refund for some of the months but STILL continued receiving bills. I spent 47 mins on the phone the 4th time I called and was promised once again that the issue was resolved and furthermore, my account information had been deleted and removed so that I would not continue to receive charges. Each of the times I called, I was told by the xfinity mobile agent that they confirmed I had no active services and that I should not be receiving a bill. Spoiler alert, I am STILL being billed. I am unable to remove the credit card on the account. I need the billing to stop and desist. I work in critical care and do not have the bandwith to spend ~45mins on the phone with customer service every 2 months. 

Please help! 

Most recent customer service confirmation #[Edited: Personal Information]

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Official Employee

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3.2K Messages

2 hours ago

Greetings, @user_zi28xa! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with these bills, but you have definitely come to the right place for assistance.

 

If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. 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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