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user_b2893a
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Saturday, August 22nd, 2026 3:33 AM

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Billing issue

I cancelled everything that I have with Xfinity except for internet two months ago. The bill arrives last month, I was still being charged for Netflix (suddenly 3x the previous amount) and a piece of equipment that I had turned in with the tech. 
I called Xfinity and had Netflix removed from my account and also the piece of equipment that we returned to the tech with all of the other equipment. (*This piece of equipment is no longer used by Xfinity and hasn’t been for many years. It can be purchased at a store for $10. Xfinity is charging $14 per month.) 

The bill arrives this month and guess what? Netflix is still there along with the equipment charge. Several people warned me that Xfinity will try to scam me when I reduce my services. What can I do?

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22 hours ago

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XfinityMarshante

Official Employee

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1.4K Messages

2 days ago

Hello @user_b2893a, thank you for taking the time to leave a post.  Sorry to hear about the experience you've had since making changes to your services. I can certainly understand how frustrating it would be to remove services, only to see those charges appear on your next bill. When changes are made to an account during a billing cycle, the following statement can sometimes include prorated charges and credits for services or equipment that were added or removed. In many cases, this is why charges such as Netflix or equipment fees may still appear on the next billing statement. The bill should also provide the specific dates for which those charges and credits apply. That said, we would be happy to review the account with you to confirm that the Netflix subscription and equipment were removed as requested and to verify that the billing reflects those changes correctly. We can also review any returned equipment to ensure it was properly processed and that you are not being billed for equipment that should no longer be on the account. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

 

How to send us a direct message: 

  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.

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user_b2893a

Visitor

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5 Messages

Thanks for your help. I will say that it was not a prorated bill. The charges were dated through September.

1 day ago

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XfinityMarcus

Official Employee

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2.3K Messages

user_b2893a Well, let's get a second pair of eyes on that bill to see what exactly is going on together. 

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:

How to Send Us a Direct Message:

  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.
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1 day ago

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XfinityDilary

Official Employee

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3.7K Messages

22 hours ago

Thanks for allowing us to help with your equipment and Netflix concerns, @user_b2893a. To recap, we've removed the box from the account and stopped payment on the Netflix charge. However, as a third-party charge, we recommend you confirm with Netflix directly to make sure the charge is fully cancelled. If you need anything else, don't hesitate to create a new public submission. Have a great rest of your day. 

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