Visitor
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1 Message
Cancelled service but still getting billed/charged
I called and confirmed the cancellation of my internet service on 1/20/2026 (reference number: 1002058123462099). But I received an email today saying a payment was processed on 2/2/2026. Every time I try to look at my payment history through my account to verify what happened, I am getting a "Restricted Section" error. Can I please get confirmation that my service has been cancelled, what/when the last payment processed was, and that I don't owe anymore payments? Thank you.
XfinityJeniece
Official Employee
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3.7K Messages
1 hour ago
Hey there, @user_vpnuy6, thanks for reaching out through Xfinity Forums regarding your account. I would be happy to ensure your account was cancelled correctly. I understand that receiving unexpected bills can be shocking. We are here to help. Can you please send us a Direct Message with your full name and your full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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