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user_bl3h71
1st Topic

Visitor

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1 Message

06/14/2026 4:42 PM

Cancelled service, called, still charged

I cancelled my service on June 2. I received an email with a cancellation request confirmation. I was charged full price just now for cancelled service. I called and the customer service rep put me on hold, then transferred me, and I was given a wait of 30 minutes. please help me cancel this and get my money back.

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Updated 

2 hours ago

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XfinityEmilyB

Official Employee

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3.2K Messages

4 months ago

 

user_bl3h71 Thank you for reaching out to my team so we can make sure your account was closed properly and you are not charged for service going forward. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

 

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user_g1bpei

Visitor

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1 Message

4 hours ago

call to you bank, asking for returned money, i did that i have my money 

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user_3bgmz3

Visitor

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1 Message

4 hours ago

please cancell this xfinity service.  i have brain damage (stroke).

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XfinityAngie

Official Employee

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3K Messages

 

user_3bgmz3, I am so sorry to hear about your health issues. We want to do everything we can to help. In order to cancel, I will need to get you over to a private chat. 

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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