Cancelled account but haven’t received email

Hello @user_85bd99, thank you for taking the time to leave a post.  I completely understand how concerning it can be to see your regular billing cycle still showing in the app after you’ve already disconnected services. That can definitely feel confusing. Since you received a confirmation number over the phone, your disconnection request is in the system. When a disconnect order is submitted, it enters a pending status first. During this stage, the system will still display the next billing date and may even generate another bill. However, the order includes a bill stop date, which ensures you won’t be charged beyond the date your service is scheduled to end. Once the disconnection fully finalizes, the final billing will adjust, so you’re only charged through that bill stop date. Regarding the confirmation email, you should receive a message letting you know we’ve received your request to disconnect. If you haven’t seen it yet, it may still be on the way or could have landed in a spam folder. We’d be more than happy to review your account and confirm that everything is processing correctly.

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.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.