Billing problem

Hello Eva, let me explain what happened, last month my service got cancelled all of a sudden, I never requested any cancellations nor modifications to wifi service, I got in contact with chat support and they couldn't tell me why it was cancelled and went ahead and restored it with a new plan, I especifically asked if a cancellation fee was gonna be charged and was told no and that moving forward my bill would be $51. I now receive my bill and i checked the statement and It’s $117, on the bill breakdown it shows a cancellation fee and also I’m confused because it says my service is $120. I would like my bill to be rectified to what i was paying before and remove these charges, thank you

Thank you so much for those details! It amy be that the previous plan was no longer available however we always want to work with you and make sure that plan is right for you. We can definitely take care of the early termination fee as it should not have been applied in this case (you had service within 90 days) and let's take a look at your new plan as well. 

May I please ask that you send us a direct message with your full name and service address to get started? Thank you in advance! 

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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