Charged for no lines

I recently transferred all of my services to another carrier. I received an auto pay charge for one line that is no longer receiving Xfinity mobile service. As far as I know, Xfinity mobile is a prepaid plan, therefore there is no reason to be charged a monthly service fee. Do I need to dispute this with Xfinity? Do I need to contact my bank to dispute the payment? I am not sure what to do about this.

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XfinityKei

Official Employee

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2.8K Messages

4 days ago

@Baconator Thanks for reaching out. I would as well if I had an unexpected charge.

We can help figure this out.

When did you transfer your lines over?

I would like to start with having you check the billing cycle dates for that charge to see if those dates are before you canceled your services.

Second we would also like to have you confirm that the other company has successfully ported over your number as this is what stops the billing and disconnects the account on our side.

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Baconator

Visitor

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3 Messages

On September 14, the number was successfully transferred to a new carrier. The phone has been on the service since that time. There is no statement available for the payment that was automatically placed on my account.

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4 days ago

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XfinityKei

Official Employee

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2.8K Messages

@Baconator We can certainly check to see if that was a final bill and confirm those charges for you. Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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4 days ago

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Billing

Baconator

Charged for no lines

XfinityKei

Baconator

XfinityKei

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