Visitor
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1 Message
Billing After Service Cancellation
To Whom It May Concern:
On May 18, 2025, I called 800-934-6489 and spoke with customer service representative about cancelling my service. I informed the representative that I was cancelling the service immediately. Before confirming the cancellation the representative offered additional services and discounts. I declined the offers and insisted that I wanted to cancel the service. The customer service representative then confirmed the cancellation. We ended the call. Total call time 14 minutes.
On May 18, 2025, I received an email from Xfinity confirming the cancellation.
On May 19, 2025, I returned all of the equipment provided by Xfinity to the nearest Xfinity Store. I received a receipt from the Store consultant acknowledging the return.
On May 15, 2025, I received a billing statement for Services From May 20, 2025 to Jun 19, 2025 for the amount of $316.06.
On June 4, 2025, I received a billing statement for the amount of $40.83. The statement also stated, "On your last bill you were billed in advance for services between May 20 - Jun 19. We've applied a credit of -$250.46 as a result of your service disconnection on May 25."
I cancelled my service on May 18, 2025, and received confirmation of the cancellation on May 18, 2025. I returned all of the equipment provided by Xfinity to the nearest Xfinity Store on May 19, 2025, and received a receipt from the consultant acknowledging the return. Although I cancelled my service on May 18, 2025, received confirmation from Xfinity of the cancellation on May 18, 2025, and returned equipment on May 19, 2025, I am still being charged because Xfinity did not disconnect the service until May 25, 2025. It appears that I am being charged because Xfinity was slow to process the cancellation. At no point in the conversation with the customer service representative or with the Store consultant did they indicate that the service would be disconnected at a later date even though the cancellation was confirmed on the 18th.
Please provide guidance on the next steps so that I can resolve this matter without paying for something I did not use or agree to. Thank you in advance.
Regards,
Emily
XfinityChristy
Official Employee
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2.4K Messages
10 hours ago
Hello user_3q7pyw, Thank you for reaching out to us and for providing such a detailed timeline of your cancellation process. We truly apologize for the frustration and confusion this billing issue has caused you. It is completely understandable why you are questioning charges after canceling service and returning the equipment. It certainly sounds like there's a timing and processing issue between your confirmed cancellation date and the system's recorded disconnection date, and we want to get that straightened out for you immediately. You should only be billed for the service up to the date you requested the cancellation.
I'd be happy to take a close look at your account, review all the dates, and ensure you receive the proper credit.
To get started, please send a Direct Message with your full name and the service address associated with that billing. Once I have that information, I can investigate the processing delay and work toward resolving this billing matter for you.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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
We appreciate you giving us the chance to make this right!
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