I cancelled service but was billed anyway

The first time I used chat I was told that the system would correct itself by the end of the month but it hasn't. Now I'm being disconnected and hung up on when I try to get this resolved.

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XfinityJustinC

Official Employee

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2.4K Messages

4 hours ago

Hello, @user_eytnoj thank you for reaching out over Xfinity Forums. I completely understand the concern with being billed after requesting a disconnection, and no longer being able to get connected with someone. I'd definitely like to investigate to ensure the acount is disconnected and the billing is corrected.

From experience, I know it can take up to 10 days for a disconnection to process from the last date requested. If a billing has printed before the disconnection processes, once it has been completed charges are then prorated back to the final date of service. I did have a few questions when you have time to answer:

- When did you request to have the account disconnected?
- Did you receive an email or text confirmation when the disconnection order was set up?
- Does your account still reflect service when logging into your account online or through the Xfinity App?

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user_eytnoj

Visitor

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2 Messages

I requested the disconnect on 5/1 at 6:17pm PST. 5/3 is when I received my first email confirming the cancellation request. If I try to go to Service in my online account I get access denied.

4 hours ago

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XfinityJustinC

Official Employee

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2.4K Messages

@user_eytnoj that is helpful to know it has passed the 10 days. With receiving the email confirmation, and not being able to access the account it sounds like the disconnection may have completed after you received the most recent billing info. I'll be able to confirm the status of the account and billing, but will need to gather some information that we won't want here in our public conversation.

Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

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4 hours ago

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XfinityDilary

Official Employee

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3.4K Messages

3 hours ago

Thanks for allowing us to help with your billing concerns, user_eytnoj. I'm glad we were able to confirm the cancellation date and correct the account balance. You should see the zero balance reflected within 24–72 hours. If you need anything else, don't hesitate to create a new public submission. Have a great rest of your day.

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Billing

user_eytnoj

I cancelled service but was billed anyway

XfinityJustinC

user_eytnoj

XfinityJustinC

XfinityDilary

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