Cancellation Confirmation Needed — Account Disconnected 03/09/2026, Equipment Returned Same Day

Thank you, Jeff. I'd prefer to share account details privately. I'll send you a Direct Message now with the relevant info. Please let me know if you don't receive it.

Hi XfinityJeff, it's been 4 days since I DM'd you, and I haven't heard a response. It's also been 1 week since I returned the equipment and requested cancellation in person. Please advise status based on the info provided to you in the DM.

Thank you so much for reaching back out to us, @farraj! Please remember that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of Forum Guidelines. If the DM was sent directly to an employee, we are unable to see the DM's directly. 

Typically, when the account is cancelled, it can take up to 30 days to fully update the prorated credit balance and everything would be able to be viewed via the Xfinity App. If a refund is due, the refund is processed within 4-6 weeks after the account is cancelled. The refund will come via an email with details on how to redeem the refund. As far as the email, did you check your spam/junk email? The Xfinity App will also display the account is pending a disconnect. We can certainly take a look further into the account, and ensure everything is fully processed. Can you please send us a DM following the steps below? 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (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