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user_4b85ct
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Sunday, August 2nd, 2026 5:50 PM

Getting charged after cancellation

Hi — I cancelled my Xfinity service and returned all rented equipment in person at the Lakewood store on Aug. 1. The associate told me a receipt would be emailed to me, but I never received one, and my cancellation confirmation email does not list a disconnect date.

I'm now seeing a bill for next month, so I'd like three things confirmed in writing on this thread:

1. The exact disconnect/service end date on my account.
2. Confirmation that all rented equipment has been received and removed from my account, with the serial numbers you show as returned.
3. Whether the balance currently showing is a final prorated amount or a pre-disconnect statement that will be adjusted.

My name is [Edited: customer information] and the service address was [Edited: customer information] I've since moved out of the area, so I'd like to resolve this without returning to the store. Thanks.

Question

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Updated 

18 hours ago

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XfinityMarcus

Official Employee

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2.3K Messages

18 hours ago

user_4b85ct thank you for using the Xfinity Community Forums page to reach out today. I can imagine the confusion I would feel after being charged for a service I believed was no longer active. Let's take a closer look at where things stand together with your account billing. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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