Visitor
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1 Message
canceled account still being charged
In June I canceled my service at [Edited: "Personal Information"] and returned all equipment to 4039 Carpenter Rd, Ypsilanti, MI 48197 the second week of June.
I was moving and returned modem and unused, unopened phone.
Xfinity continues to bill me and take funds from my bank account. I call every month, spend hours on the phone, get passed from agent to agent and even told I need to go back the store, which is 2 hours away.
The customer service agent there at the store, canceled my internet account then realized he needed to have canceled the phone first. He spent time on the phone with his supervisor and had to recreate an account for the phone, cancel and get it returned. I think what has happened is the original phone account is 'stuck in their system', yet... they want me to resolve it?
I will be filing a complaint with the FCC and having my bank block Xfinity for a closed account.
This is unacceptable customer service.
XfinityMarshante
Official Employee
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1.6K Messages
2 hours ago
Hello @user_t1ubha, thank you for taking the time to leave a post. Sorry you’ve had to deal with this for so long, especially after canceling your services, returning the equipment, and spending hours trying to get the continued charges resolved. I completely understand how frustrating it would be to repeatedly reach out for help and still see funds being withdrawn from your bank account. We’d be happy to take a closer look at the account, review the disconnect order, and billing and see what may be causing the continued charges so we can determine the appropriate next steps. 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.
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