Visitor
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2 Messages
Cancelled services, account still being billed
On July 25, 2025 I visited my local Xfinity store to cancel services I had above & beyond what is provided by my HOA. Our HOA provides Digital Starter and I added Preferred Double Play which is the service I cancelled.
I was assured by the person helping me that I didn't have to pay the bill for the Preferred Double Play services for Aug 1 - Aug 31 and that a credit would be issued to my account showing a $0 balance.
As of Aug 1 the Preferred Double Play service has been shut off, but as of today my account still shows I owe for Preferred Double Play for August 1-31. I would like to get this corrected so my account shows a $0 balance. How can I go about getting this accomplished? Thank you.
PS - Peacock was also cancelled, but is provided with the Digital Starter service provided with my HOA and should not have been cancelled. This is not the issue at hand though as although I should have the Peacock service I can live without it for now and I'll tackle that issue separately. Just noting it here to show Xfinity was quick to cancel a service I should continue to receive, but slow to adjust charges where it's due. Let's please get the billing corrected.
Accepted Solution
XfinityChristy
Official Employee
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2.2K Messages
3 days ago
@AL22 I'm so glad we were able to connect and get your account all sorted out. It was a pleasure assisting you with your account changes and making sure the correct credits were applied. Your updated billing information will be reflected in your account. You can always check the details anytime through the Xfinity app or by logging into your account on our website at xfinity.com.
If you have any other questions in the future, don't hesitate to reach back out! We're here to help.
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XfinityChristy
Official Employee
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2.2K Messages
3 days ago
Hello and thank you for reaching out via our Xfinity Community Forums, @AL22. I would be happy to review your billing and see where things are at with the closing of your account and any prorated credits that need to be applied. It sounds like this may just be a timing thing. To get started, please send a direct message with your full name and address.
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