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Visitor

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2 Messages

Sunday, June 8th, 2025 4:52 AM

I keep getting billed after canceling

I called 2 months ago to cancel my services. Someone else is moved in at the address and they will have an account in their name. My first call I was told it would be cancelled and I'd get a prorated refund. A month later, I get another charge. I call and ask why it wasn't cancelled. They tell me the cancel order was stopped. No explanation. Then finally they agree to cancel and refund me a random amount of money which is close to the amount to should be getting back. Now, one month later, still charging me. I don't know what else to do. I contacted my credit card company and they stopped the charges on their end, but I'm still getting billed. now the Internet is out, because I haven't paid, yet someone else is paying the bill there, and they've made multiple payments at this point. How do I get this to stop? If I call again they just going to do the same thing. Lip service, no refunds, and still trying to charge me and get double the money from me and the other person who's now paying on a new account. Do I need an attorney? 

Accepted Solution

Official Employee

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270 Messages

15 days ago

Hello @user_crw3yx. Thank you for reaching out on our Community Forum. I am sorry to hear that you have had so much trouble getting your service canceled. You have reached the right place and we will assist you with making sure this is resolved. 

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it.

Visitor

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2 Messages

This was resolved within 24 hours. The support agent was knowledgeable, empathetic, and understood the issue fully. Much better than the last conversation I had on the phone. This time the issue was actually taken care of and I received the proper confirmation. 

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