Impossible to cancel my services

Its been almost a week and a half of trying to cancel my services. Even went in person to a store and they refused to help me until I came back and tried again. Then I received a cancellation "Request" instead of just cancelling the service, but when I check my account in the Xfinity website my subscription is still active and I am still being billed for the whole month... I don't want it and have no intention of paying for extra days I have not been using the service. I sent back my equipment about a week and a half ago and made a request to cancel and got no call back at all. after multiple of those I moved and tried again. This was after my price went from 35 to 55 and this last month 60 , with no explanation since I have not changed my service. There is no humans to talk anywhere in your support, not chat not over the phone. I just want to get out of this service never to come back again. awful customer service price hikes and impossible to cancel. I expect this to be solved or I will be forced to escalate the matter further to the FTC and the Illinois Attorney general.

Responses

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user_sgk47v

1 Message

1 year ago

Same issue here. I've tried calling and typing to the automated support and either they are "Experiencing high volumes and are unable to assist right now" or the call scheduling service is having some sort of issue and doesn't let me get any further/schedule a call with an actual agent. Super frustrating. What happened to customer service and just being able to talk to a person? Also, why is this not an option when I log in? You should be able to cancel services in your own account but? Here I am.

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user_3t0ms2

3 Messages

1 year ago

There should be a revolution this is really messed up for the money we pay

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XfinityJosephA

Official Employee

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1.7K Messages

@user_9e74b8 we can take the right steps to help with your account. I will be more than happy to follow up on your cancellation request. Send us a Direct Message so we can work to turn things around! You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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user_qzs0hq

1 Message

There is no direct messaging icon. I'm having the same issue. I contacted XFinity on 3/19/24 to cancel cable internet no longer needed. Chat and website gave options of writing a letter or visiting an office. I also attempted calling but the automated system does not allow it. A month later they are billing me for 2 additional months of service we don't use with no way of cancelling. I received a voicemail message on 4/10/24 at 6:30pm Eastern regarding cancellation request. When I went to call back 10 minutes later it was outside their business hours of 8-5EST. I called early the next morning. The automated system confirmed our address and then said it could not assist and to log into the website. It's a never ending circle intentionally blocking cancellation.

1 year ago

0

XfinityEricB

Official Employee

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2.1K Messages

user_qzs0hq We can certainly assist you with getting the cancellation completed. To confirm, are you signed into Forums to get the direct messaging icon?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_snvael

2 Messages

1 year ago

I have been trying for months to cancel my service. I’m so tired of this SCAM by this company Xfinity. Good name since it will be Xfinity before you can cancel. I have NONE of your equipment but you still refuse to allow me the choice to cancel. I about ready to find a mouthful of shotgun and my toe on the trigger. Please stop an cancel my service, which hasn’t been used in MONTHS.

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XfinityPaula

Official Employee

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1.4K Messages

@user_snvael We will help! I am so sorry to hear that you have been trying to close your account for so long with no results. Thank you for reaching out and joining our community. I know it can be frustrating when trying to have a task completed, please allow myself and my team to help. Send us a direct message with your name and service address. From there we will verify the account and work to have the services disconnected, and the account closed.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_snvael

2 Messages

I finally reached an actual person, told them about posting on the forum. Suddenly I was offered to cancel and told that I will receive a refund for December, January, and February. I said this has been going on much longer than that. I switched to T-mobile and am much happier to actual get the service I pay for. I will post here which the results. I hope the promises made are kept.

1 year ago

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user_8d1fw3

1 Message

1 year ago

Having the same issue. Impossible to contact these guys. Callback page always shows error. Live chat agent is never available. [Edited: "Solicitation"/"Inflammatory"]

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user_m5rl33

1 Message

1 year ago

I also am struggling to cancel... there's no direct way to do it online. Must call to put in a "request" only to get an email saying I need to provide more information but doesn't specify what that information is. Threatening and scammy to make me put in another request if I dont provide this undisclosed information.

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XfinityTy

Official Employee

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376 Messages

Hello @user_m5rl33! I apologize that you have experienced issues cancelling your service. I can definitely assist you with that today! Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_jj46z4

2 Messages

1 year ago

In the same position right now. I'm not paying for anything else after my attempts to cancel. Seems I need to file a complaint with my screenshots and screen recordings of how impossible they make it to cancel after raising your price. Mine went up by almost double and I have no contract. They refused to apply my discount, refused to credit me for down service. They cut the Internet at certain times and when u call em they say it was scheduled interruption but unscheduled at the same time. You have to wait for them to cut it back on then call back for credit but the system won't let you get to a person it just verified that it's back on and hangs up. When you get a person they say use the website....the website always says ineligible....even when you are sitting there with no Internet....they say you have no outages on the site. Xfinity is the biggest scam around. To even get assistance with anything you have to jump through hoops. This is an exhausting, frustrating, trap that you fight for your life to get out of with some semblance of sanity

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XfinityRaul

Official Employee

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1.9K Messages

Hello, @user_jj46z4. We appreciate you taking the time to reach out on our Forums. We certainly do not want to see you go. I would like the opportunity to review your account and see what we can do to help.

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_b8da4f

Visitor

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1 Message

1 year ago

Yeah, I ma going through the same thing. Called twice now to cancel and Comcast pulled an additional $133 out of my account. Absolutely ridiculous!

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XfinityGabriel

Official Employee

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2.2K Messages

Hi, user_b8da4f! Thanks for taking the time to visit XFINITY over our forums page for help with canceling the services. We will surely miss your business. Please keep in mind that at Comcast, we bill one month in advance so any charges for unused services during the days remaining on your current billing cycle would be refunded. If you feel that there is an error, we would be happy review the account further. How does this sound?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

XfinityGabriel

Official Employee

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2.2K Messages

Thanks for that correct code. I have the account pulled up. While looking over the account, I noticed how awesome you have been for your business. We are honored by your loyalty for over 5 years at this address. While reviewing the account further, I do see that the services are still active at this time. I can get the services cancelled for you on my end. May I ask why you are wanting to cancel services?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_jpnmg3

2 Messages

1 year ago

[Edited: "Inflammatory"]! When you log into your account, there is no obvious way to cancel. This is intended, I used the text option spending ten minutes getting to an actual person. I then asked the agent no less than 6 time to CANCEL and they would respond with save offers only. She then told me she had to bubble up to a different department and they would have to call me back. I informed her I was recording the conversation and if it turned out that she actually had the ability to cancel and didn't this would be an easy open and shut case with my lawyer. Any guesses??? She SAID she cancelled it although I have not seen a confirmation yet. If it's not cancelled I intend on sending the thread to my lawyer. [Edited: "Solicitation"] [Edited: "Inflammatory"] [Edited: "Solicitation"]!

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XfinityAlfonso

Official Employee

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1.6K Messages

@user_jpnmg3 We'd be happy to confirm with you that the account is in a closed/pending close status. We certainly hate to lose your business but want to make that transition as hassle-free as possible.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_jpnmg3

2 Messages

1 year ago

Use text feature on website demand they cancel. The agent claimed they couldn't then changed their tune when I threatened to send the text thread to my lawyer. [Edited: "Inflammatory"]

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user_ovz4sn

1 Message

1 year ago

I am unable to cancel. [Edited: "Solicitation"]

(edited)

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XfinityBillie

Official Employee

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3.3K Messages

@user_ovz4sn Thank you for reaching out to us here on our Xfinity Forums. I can definitely help you with setting up a cancellation, sad as we are to hear you are looking to leave the Xfinity family. To get started please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_6nwfx1

1 Message

1 year ago

I agree with the message! I think Xfinity's practices are abusive. Its intention is to force customers to stay with it. I am smelling a class action lawsuit.

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user_cubi46

1 Message

1 year ago

I'm also having trouble canceling my service. I called support and spoke to a representative who charged me a $100 cancellation fee. But I'm still being charged for monthly services. Who do I have to talk to to actually cancel??

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XfinityAldrik

Official Employee

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2.1K Messages

Thank you for taking the time to reach out to us @user_cubi46! Our team can most definitely assist with disconnecting your services. Could you please send our team a direct message with your full name and full address? 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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

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user_4ck3t2

1 Message

1 year ago

Hello,

Just like all the other people here, I have been attempting to cancel my XFinity internet plan for over 2 months. I am to the point that I will be closing down the card and disputing any charges that come in. The chat associated are NOT available, and I am re-directed to call in. When I call in, the system forces me to chat without being able to talk to anyone. When I continue with the link, it again tells me that no associate is available to chat. This is a pure scam system!

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XfinityNicolas

Official Employee

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1.1K Messages

Hey @user_4ck3t2, thanks for reaching out to Xfinity Support on our forums. We can certainly help get your account taken care of. When you get a chance, can you send us a direct message?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

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user_zrd3hc

2 Messages

@user_4ck3t2 i tried changing my card and they just find out what your new card number is and start charging it. Good luck

1 year ago

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user_53c0q2

1 Message

1 year ago

I likewise have been trying for months to cancel and I keep getting billed a higher amount than I was previously paying, despite not using the service since 2/24/2024. Talk about predatory business practices. I wait on hold for someone to help and no one ever answers my call. One time I got an answer and person told me it was cancelled, but it's obviously not since I got charged $91 (as opposed to the $70 I had been paying) this morning. I haven't even lived in an area that has Xfinity internet for almost 60 days now. Please help me.

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XfinityAirelle

Official Employee

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2.5K Messages

user_53c0q2

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

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user_djs645

1 Message

1 year ago

I need to cancel my service. There is no direct message Icon in the upper right hand of my screen. No phone number to call and other chats tell me to call a number that doesn't work. Please let me cancel.

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XfinityThomasD

Official Employee

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1.2K Messages

user_djs645 Have you tried to clear the cache/cookies on your web browser, or try a different web browser to sign into our Forums? If you are able to see the direct message icon, please send us a direct message with the steps above, and we can assist with your account.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

Billing

user_9e74b8

Impossible to cancel my services

user_sgk47v

user_3t0ms2

XfinityJosephA

user_qzs0hq

XfinityEricB

user_snvael

XfinityPaula

user_snvael

user_8d1fw3

user_m5rl33

XfinityTy

user_jj46z4

XfinityRaul

user_b8da4f

XfinityGabriel

XfinityGabriel

user_jpnmg3

XfinityAlfonso

user_jpnmg3

user_ovz4sn

XfinityBillie

user_6nwfx1

user_cubi46

XfinityAldrik

user_4ck3t2

XfinityNicolas

user_zrd3hc

user_53c0q2

XfinityAirelle

user_djs645

XfinityThomasD

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