Bill balance not updating after cancelled services

Question

Xfinity App is still showing a balance $100 more than my normal balance after I called and received confirmation my bill would be changed to the usual amount. I called on Tuesday and was told it would update in 24-48 hours. My account was hacked and extra charges/services were made without my authorization or approval. I have proof through recent log ins that my account was hacked as well. My autopay still states I will be paying $181.34 on the 15th and that my next bill estimate is $186 even though I was told my bills would be going back down to $81.34. My bill is due on the 15th of October for billing cycle October 20th-November 19th.

XfinityEricB · Answer

user_5ihwxv Thanks for reaching out to us here on Forums with you billing concerns after recent changes were made to your account without your knowledge. That is certainly something that would concern me as well, and I'm happy to review the account to confirm the corrections were made. Our billing system does update within 24-48 hours, but the app can take up to the next billing cycle to show all updates. I'll be happy to confirm everything for you though. I see you sent us a direct message already as well. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. We do need a DM in this case, and only ask next time to please wait for us to request one.

I'll reply to the DM as well to assist you there with getting everything confirmed and resolved.

Billing

user_5ihwxv

Bill balance not updating after cancelled services

XfinityEricB

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