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Visitor

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5 Messages

Mon, Nov 29, 2021 9:46 AM

Closed

Billed after cancellation

I cancelled my account over the phone on 11/22/2021 and received an email confirmation of the service being terminated on 11/23/2021. Today I just received a bill for next month's payment and I checked my plan on the website to see if it actually got cancelled and it looks like it hasn't been cancelled yet. Over the phone, the rep even confirmed that I would be RECIEVING credit for the prorated amount in November. Why hasn't my service been cancelled yet even after all of this? The chat bot always tells me that a rep isn't available and to call in. I've tried contacting support multiple times on the phone and the call attendant bot crashes so the call ends, and I literally have to try calling upwards of 12+ times. 

Accepted Solution

Visitor

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5 Messages

9 m ago

My issue was resolved after speaking to a rep through direct messages. The account seems to have been now properly closed.

Official Employee

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519 Messages

9 m ago

Oh no! I know how upsetting it can be when things don't go as expected. Let's take a look at the account and see what's going on with your billing. To get started, can I please have your first and last name and complete address including city, state, zip code and any apartment number if applicable via Private message? -Ashley

Visitor

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5 Messages

@XfinityAshley

How do I send a private message? I don't see any clear way to do so from this page or from your profile. I've tried typing in your name in my direct messages and it said no user was found. 

Official Employee

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519 Messages

To send a Private Message, please click on the link  https://comca.st/3rjGbIq to initiate a live chat.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

@XfinityAshley 

When I look for "Xfinity" to start a conversation, I don't see your name. I see a bunch of other names but not yours. Can you send me a direct message first so I can just reply to it?

(edited)

Official Employee

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519 Messages

Please select Xfinity Support. I or another specialist from my team will assist.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

@XfinityAshley

Message sent 

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