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user_kgq3sa
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Visitor

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2 Messages

10/22/2026 10:39 PM

I Cancelled My Xfinity Service, and Was Never Repaid My Outstanding Balance After A Multitude of Attempts

I cancelled my service and was never repaid the balance after my account was shut down. I've talked on the phone with various Xfinity customer service people and management countless times, who promised I would be paid back, and nothing has ever been resolved. I've probably spent 20+ hours on this over many months. I even have online chat conversations where I was promised specific amounts, yet nothing has ever been followed up on or refunded by Xfinity.

It feels like theft, fraud, and almost evil at this point.

I have the file from my last chat where this was all confirmed, but I have no way to attach it. If no progress is made through this forum, should I go to the FCC, the California Public Utilities Commission, or the Consumer Protection Division of the California Attorney General?

What should I do?

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Updated 

14 hours ago

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XfinityCliff

Official Employee

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785 Messages

14 hours ago

Hello @user_kgq3sa , and thank you for reaching out here on our Xfinity Community forums.

We truly appreciate you sharing everything you’ve been through. After spending so much time contacting us, receiving assurances that the remaining balance would be returned, and still not seeing a resolution, we completely understand why you’ve reached this point. You shouldn’t have to keep starting over and explaining the same situation.

We’d really like the opportunity to review the account, previous adjustments, and refund history to determine what happened and help move this toward a resolution. Please send us a Direct Message* with your full name and complete service address so we can take a closer look with you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

Click Here For an example of how to send us a Direct Message.

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