Visitor
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1 Message
Charged for months after I canceled service. Customer service won't remove charges despite proof of cancelation
I'm posting on here as a last ditch effort for help because the Xfinity customer service has been so far beyond unhelpful, I'm not sure there's actually words to describe it.
I canceled my service back in November, received a confirmation email, and the service was disconnected. However, Xfinity continued to charge me for service for the next three months (over $200) and began calling me several times a week to harass me about non payment for internet I had long since canceled. The representatives calling me did nothing to help me even though I had proof of the canceled service. I visited Xfinity stores on three separate occasions. These representatives were friendlier and at least made sure the charges stopped being added every month, but they said only the billing service over the phone would be able take the charges that had already been made off my account. I showed all three representatives the confirmation email from when I canceled my service and all three agreed the account should never have been charged and they need to be removed. However, after talking with the billing department at least seven times, and being assured multiple times that the charges were being removed from my account, those charges still remain.
It has gotten to the point where Xfinity has given these charges that never should have been made to a debt collector, who now harasses me almost daily, and it has even affected my credit score. The charges still show on my account, and they need to be removed and this error fixed. I have proof of the date my service was cancelled, and that it was well before any of these charges were made. While I wasn't upset about the error, the lack of any sort of customer service zero effort to fix this obvious error has been a nightmare. I'd appreciate even the slightest bit of effort in fixing this error. Thank you.
XfinityAlyssaA
Official Employee
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2.2K Messages
3 days ago
Good evening @user_cpqg74 and thank you for reaching out on our Forums with your billing issues, we appreciate it. I'm sorry to hear about the frustrating experience with the recurring charges after you have cancelled service. Our team will be happy to help get this sorted out. To get started, can you please send us a Direct Message with your first and last name along with the address on the account?
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user_c437uy
Visitor
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2 Messages
1 day ago
They did this to me too!!! Same November last year, I told them on the phone I want to cancel my service because the cost was too high for me, and the person on the line said they would cancel my service…but they never did!!! They instead kept harassing me with emails, saying my service will be disconnected. They also kept charging me, even after disconnecting the so called service (which wasn’t using anymore). I called them numerous times to no avail, telling them, I have told you all to cancel my service, what do you still want from me. I returned their equipment, yet Xfinity purposely refused to cancel and kept upping the fees until May, then immediately reported me to a debt collection, which has affected my credit score. I am livid. I have gone to their office and asked as to why they did this to me, they took my dispute and canceled it the next day. I am going to file a complaint to the FCC and report them for this…this is completely unacceptable and daylight injustice!!!
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