Charged for many months after Xfinity confirmed my cancellation

Hello — I'm hoping someone from Xfinity Support can help me resolve a billing dispute on my account.

On October 2, 2025 and again on October 3, 2025, Xfinity sent me confirmation emails stating that my account was being cancelled (subject: "We received your cancellation request," from xfinity@account.xfinity.com). I have PDFs of both confirmations.

Despite Xfinity confirming the cancellation in writing twice, my account continued to be charged $108 via autopay every month for the next 7 cycles (October 13, 2025 through April 13, 2026), totaling $756 in charges that occurred after the cancellation was confirmed.

Xfinity's own usage page (https://customer.xfinity.com/#/devices#usage) also shows zero data usage on my account in every month following the cancellation confirmations.

I have PDFs of both confirmation emails and full documentation of all 7 charges. I have also disabled autopay so the next scheduled charge on May 12 won't run.

Could someone from Xfinity Support please reach out so I can share the account details privately and get this resolved? I'm looking for the account to be confirmed cancelled and the $756 in post-cancellation charges refunded to my original payment method.

Thank you.

Responses

Oldest First

Selected Oldest First

XfinityJustinC

Official Employee

•

2.3K Messages

5 hours ago

Hello, @user_av2mqx thank you for reaching out over Xfinity Forums. I completely understand wanting to get assistance with the billing concern after originally receiving the confirmation emails back in October. I really appreciate all the information you've provided so far, that is really helpful and would definitely like to investigate furhter to help. I did want to help get the proper expectations set up that billing disputes typcically go back 120 days, I see you had mentioned it has been 7 billing cycles and had a question.

- After the initial contact in October, had you attempted to reach back out regarding the billing concern before today?

2

0

U

user_av2mqx

Visitor

•

2 Messages

Hi @XfinityJustinC , thanks for the quick response.

To your question: no, I did not reach back out to Xfinity between October and today. Xfinity sent me two written confirmations in October 2025 that my account was being cancelled, I had no Xfinity-issued equipment to return, and Xfinity's own usage records show zero data usage on the account. There was nothing on my end to flag that follow-up was needed. The account had been confirmed cancelled, in writing, by Xfinity itself.

On the 120-day framing, I'd respectfully push back. That window applies to customer-initiated disputes. This is the opposite. Xfinity confirmed the cancellation in writing in October 2025, then continued billing for service that, per Xfinity's own usage records, was never delivered. The post-confirmation charges are a billing error on Xfinity's side, not a charge I'm just now disputing.

Could you open a DM so I can share the account details and the supporting documentation (the two cancellation confirmation PDFs and the 7 post-cancellation billing receipts) privately? Happy to provide whatever your team needs to verify the case.

Thank you.

Like

Reply

5 hours ago

0

XfinityJustinC

Official Employee

•

2.3K Messages

@user_av2mqx I appreciate the update, and again completely understand where you're coming from regarding the time frame. When we submit credit request, especially a credit this large it will need to be reviewed and want to ensure I'll be providing answers I know will be asked (from previous submissions).

We can definitely continue in a direct message, as I'll need to gather some additional information we're not going to want here in our public conversation. Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

5 hours ago

0

Billing

user_av2mqx

Charged for many months after Xfinity confirmed my cancellation

XfinityJustinC

user_av2mqx

XfinityJustinC

New to the Community?