Cancelled service: final bill and confirmation

I cancelled my xfinity service and received a confirmation email saying "We received your cancelation request, and we're on it". The email also states that my last day of service would be 10/10/2024. I paid a bill, (which I had presumed to be my last, other than the contract cancellation fees) that had a billing date 09/16/2024 that covers services from 09/21/2024 - 10/20/2024. I would also have expected to be prorated for this last service bill since I had cancelled on the 10th, before the 20th.

I was notified by the CS rep when I had called to cancel that I would receive my final bill by physical mail. I have not yet received anything. I also received a phone call from comcast, asking if I really wanted to cancel and if I could perhaps be persuaded back with better offers. After declining this, I was told by the CS rep who had called that my service would be cancelled. However, I've not received any actual written confirmation of this, and xfinity is also charging me for another billing cycle. I have not had or used xfinity service since 10/10/2024. Why am I being charged for an additional billing cycle instead of getting it cancelled?

Responses

EG

Expert

•

107.6K Messages

2 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityVictor

Official Employee

•

966 Messages

2 months ago

user_csqnxo Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

user_csqnxo

2 Messages

Hello,

I DM'ed Xfinity Support as directed and received these timely responses.

"Let's take a look at the closed account. Services we're disconnected on 10/9/24, and you're spot on when it comes to looking at the billing cycle. Since your September bill generated on 9/16/24 for services from 9/21/24 through 10/20 you will see prorated charges and credits on the last bill. That just has not generated yet. Once it does, it will reflect a balance of about $22.83 after calculating everything. The pro-rated credit that gets to applied to this final balance is a credit of -$88.83. If you have any specific questions please let me know."

"The final projected balance due will also be listed with the prorations on your final billing statement that you should expect to be mailed out to the billing address on file within the next 20 days. How does this sound?"

"The $55 balance shown online is incorrect because it has not been updated in real-time yet and can be safely ignored. Do you have any additional questions or concerns for us today?"

It has not yet been 20 days since that conversation. Just a couple days short. 17 days. But it has been about 40 days since my service was disconnected on 10/9/24. I've not yet received my final bill in the mail. I have also not yet seen any reflection of the updated bill online, which still shows $55 for a billing cycle for dates I never had service for. I am expressing my concern and am just trying to pay my bill and have one less thing on the plate. Please help. please.

1 month ago

XfinityJeniece

Official Employee

•

2.6K Messages

Thanks for reaching back out, user_csqnxo. We would be happy to take another look at your billing details to ensure that your final billing statement reflects the correct balance.

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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1 month ago

Billing

user_csqnxo

Cancelled service: final bill and confirmation

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