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Visitor

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2 Messages

Tue, Jul 13, 2021 5:14 AM

Cancelled Service in March and just received a bill for 3 months of service

I cancelled my service a few days before my yearly promo contract ended on March 8th and before the start of the next billing cycle, but never received a confirmation call like the online service said I would, then moved to a new house shortly after that. On March 19th I received an email from an external source through xfinity that said they couldn't reach me, but I had never received a call. I called the direct number March 22nd and spoke to someone who cancelled my plan. So my account should not have had any due balance and that was all good to go.

Fast forward to July and I just received forwarded mail from my old service address, that I haven't lived at now for about 4 months, late last week that says I have a past due bill for $121. I owned and used my own router/modem, took it with me when I moved and kept my wifi password protected, so its not like someone could've kept using my services this whole time after I moved. I'm trying to get this sorted out now and would like my account fully cancelled/closed out. 

Responses

Accepted Solution

Official Employee

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68 Messages

2 m ago

Hello @user_a06ef6! Thanks so much for taking a moment out of your night to leave a post on our community forum. I'm sorry to hear you're having issues with your old account and billing, but you have definitely come to the right place for assistance! If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

Visitor

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2 Messages

@XfinityChelseaB Hi, I did as instructed and the customer service agent who replied was confused and said no to contact them unless instructed to. I replied that I was instructed to but have yet to receive any reply.

XfinityBrie

Official Employee

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344 Messages

Thank you for alerting us to this--often times, whenever a case goes unattended for an extended period, the messages can become lost in the mix of things. Especially given the number of inquiries we receive daily here on the forums, haha. I'm glad we were able to find the original message and provide a resolution to that final statement. As mentioned, you'll receive an amended statement within 1-2 business weeks at the address provided. Thanks again for working with us today--it was a pleasure!

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