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Satvik_1507
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11/06/2026 4:10 AM

Billed after canceling + promised Wi-Fi and Mobile refund never issued

Hi,

I need help getting a billing issue fixed on my account. I was promised by a rep in September that extra charges would be cleared, but they are still showing up.

What Happened:

  • Original Deal: I started on a 1-year Wi-Fi plan (~$42/month) that included a free Xfinity Mobile phone.

  • June: I called to say I was moving and needed to cancel my Wi-Fi. The rep told me to let the 1-year deal run out, and since I had notified them of the address change, they would make that update and Wi-Fi would be cancelled once the offer ran out.

  • July – September: The cancellation was not logged. Service kept running, and my Wi-Fi bill jumped from $42 to $70/month without my permission. My address was never updated either.

  • September 16/17: I called back to fix this. The rep finally canceled the Wi-Fi, ran all the calculations with me, and promised to reverse both $70 Wi-Fi charges as well as the extra fees on my mobile plan. He calculated everything on the call with me and said it would be reversed to my card in a week or so.

  • Recent Update: The promised credits were never put through. Instead, I am now being billed another $55 for "partial days" on service I haven't used in months.

What I Need:

I have been a long-time customer and platinum member and just want someone to check the notes on your end, apply the promised credits for both the Wi-Fi and Mobile lines, and bring my balance to $0.

Please direct message me so I can share my account info. Thanks!

Question

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2 hours ago

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XfinityAldrik

Official Employee

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2.9K Messages

2 hours ago

Thank you for reaching out to us @Satvik_1507! After already following up in September and being told the disputed charges had been calculated and would be credited, I can understand why seeing another $55.00 charge instead would be frustrating. We’ll need to review the previous cancellation request, billing timeline, account notes, and adjustments.

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
 

Here's the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 
You can see how to send us a direct message here.

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