Canceled account still billed

Thank you for reaching out @user_stcg5u The way the system works is that the requested stop date is the last billable day, but the work order completes within 14 days of that date. Your MyAccount and autopay goes off the last statement balance, therefore, if the disconnected was completed after the due date of that statement (the one before the final billing statement,) you can be charged that amount. Once the account is fully disconnected if the account has a credit balance after all prorated credits/charges, payments and equipment has been returned you will be refunded. If the refund attempt fails to process successfully to the last payment method, the credit balance will be refunded by check using automated processes. Checks will be issued in the name of the account holder and mailed to the bill-to address within 30 days from the date of the completed disconnection. 

I can confirm the account is set to be disconnected. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514