Makuta's profile

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Thu, Feb 11, 2021 10:00 PM

Final bill never arrived and account billing page will not update



I canceled my Xfinity service due to a move outside of the service area in January 2021.  My bill for the month was supposed to be ~$130, but after canceling only a day into the month, my autopay only deducted $5.65 from my payment source. 


My bill page on states that I still owe $125, and customer service has told me that I do not need to pay it, and that it would update soon. I was told I could expect it to update by X date several times, and it never has. I have also not yet received a final bill. 


I am just trying to figure out what is going on.


Official Employee


163 Messages

8 m ago

Hey there! Welcome to our Xfinity Forums! We're always happy to help with getting billing issues resolved. I know with the final bill, it is crucial you understand all charges, fees, and payments. You've come to the right place! Please send me a private message including your first and last name and your full service address.


To send a private message, please click my name "ComcastLysaP" then select "Send a Message" on the right side. 



1 Message

2 m ago

Hi, I am having a similar issue. I canceled my service in the middle of June and was told by several xfinity customer service agents that my bill on their end is 0.00 and I would not have to pay the original bill summary that is reflected on my online bill portal. I never received my final bill, and my bill summary which was supposedly to be updated on July 18th never happened. I have been in contact with xfinity assistant chat agents, over the phone, and have been in person twice in a store. This has not yet been resolved. Moreover, my xfinity account app also reflects the same inaccurate bill. When can I see my final bill & have this issue resolved?


Official Employee


357 Messages

Hello there. The final bill is generated within 48-hours after services are disconnected, and mailed out within a week of that business date. That said, the final bill date and the service disconnection date are often different. Allow me to explain:


  • The billing stop date is the date we are contacted for a disconnect or move. In the instances of moving, the billing stop date would be the last day you are anticipated to be on premise.
  • The disconnect date is the day the services are no longer operational at the property under your name. Often, the disconnect date is scheduled for 7-days after the billing stop date. You will not be billed for the services active between the billing stop and the service stop date. This allows customers to finalize any outstanding issues including porting a phone number over or in the event services need to be quickly reactivated due to an outstanding event (i.e.; a move is delayed, the cancellation request is retracted, etc.)


For instances where the disconnect or billing stop date are incorrect, we can manually override them in the system and backdate them as needed. I'll need to access the account to do so, so please open a peer-to-peer chat with us so we can best assist;


To send a peer-to-peer chat:


Please only send a chat when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.


  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link:
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

We ask that you please include your name, the account holder name (if different), and the service address so we can quickly locate the account in question. =] 



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