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user_88govg
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Tuesday, August 4th, 2026 12:56 AM

Cancel Xfinity Service

I moved out of my apartment on July 9th this year, I scheduled a callback with Xfinity customer support on July 15th at 10am. I spoke with a representative named Emma for about 20 minutes to cancel my service. She gave me the confirmation number 1002127893132099, informed me that I should be receiving a refund, and that my service will be cancelled. I received no confirmation email stating that my cancellation has gone through, instead, I have gotten two emails saying that "We have received your cancellation request" on July 17th and July 28th. Since then, I have gotten charged $98.00 on July 25th and have a bill online for $108.00 that is due on August 24th. Considering my cancellation request, I should be refunded for my $98.00 and NOT be charged for $108.00.

I am very dissatisfied with the outcome of my call on July 15th as it did not cancel my service and I am still being billed despite no longer using Xfinity's services. I want to actually cancel my service and receive my refund back. This is terribly frustrating. 

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5 hours ago

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XfinityCliff

Official Employee

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481 Messages

5 hours ago

Hello @user_88govg, and thanks for bringing your concern here to the Xfinity Community forums!  We're here to help! 

I can understand why this situation would be so frustrating. Based on the information you shared, you took the time to contact support, received a confirmation number, were told your service would be canceled and that a refund was expected, yet you're still receiving cancellation notices and continuing to be billed more than a month after moving out. I would be concerned as well if I were still being charged for service I requested to cancel and am no longer using.

We'd like to take a closer look at your account and help get this resolved. Please send us a Direct Message* with your full name and service address so we can review the status of the cancellation request, investigate the continued billing, and ensure the account is properly addressed.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

Click Here For an example of how to send us a Direct Message.

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