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Bill incorrect after canceling my tv service
I canceled my tv service at the beginning of the month, the representative I had spoke to, set it to cancel on my bill cycle so there would be no proration and that there would significant change in my overall total (I still have their internet service). I was told after all credits and adjustments the bill should be $46 and that my bill total should update no later than 72 hours. It’s been almost 2 weeks and as of now my bill is $164.24 and my auto pay is set to go through in about a week. Is this an error on their billing side and it hasn’t been updated? I have attempted calling and chatting but they keep saying they are having extremely long wait times and I can’t get through to anyone.
I also shipped back all of my tv boxes etc 10 days ago, and received an email confirming they see I sent them. Has anyone had this same experience and should I be concerned?
I canceled my service due to their billing issues and customer service so I’m afraid to think they didn’t cancel my service or at least didn’t do it correctly.
XfinityPeterH
Official Employee
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1.9K Messages
1 year ago
@user_jw9cyb thanks for reaching out and providing us with your feedback about your experience. I would be reaching out for help if I were in your shoes too. Sounds like some information that was provided to you about billing was incorrect. We bill in advance and your bill doesn't update until a new bill is printed on your following bill cycle. We are happy to investigate your account and make sure everything is correct. Please feel free to send us your full name and complete address in a direct message:
(Full credit to @BruceW for this excellent explanation!)
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• - An "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
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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