Visitor
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1 Message
Invalid balance
Account Number: Ending in [Edited: "Personal Information"]
Name: [Edited: "Personal Information"]
Service Address: [Edited: "Personal Information"]
Hello,
I am contacting you to permanently zero out the invalid balance of $92.00 currently showing on my account and have this closed once and for all.
Here is the exact documented chronology from my official bills and email confirmations:
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July 19, 2026: My monthly autopay of $35.00 was processed for the service cycle of July 1 to July 30, 2026 (per bill statement dated June 27, 2026).
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July 31, 2026 (01:41 UTC): An advance bill of $79.00 was generated for the upcoming cycle of July 31 to August 30, 2026, with a scheduled autopay date of August 18, 2026.
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July 31, 2026 (Immediate Disconnection Request): The very same day, as soon as I saw the bill jump from $35 to $79, I contacted Xfinity chat support. I explicitly stated that I refused the $79 rate, turned off autopay, and demanded immediate cancellation because I would not pay $79 for the new month.
The representative apparently confused the upcoming payment due date (August 18) with the paid period, telling me service was covered until August 18, after which it would disconnect, and assured me the $79 charge would be cancelled.
(Proof of this support session: Post-chat survey confirmation received on August 1, 2026, 01:46 UTC fromComcast_Feedback@express.medallia.comwith subject "Following up on your recent Xfinity survey"). -
August 1, 2026 (16:04 UTC) & August 2, 2026: Xfinity sent written confirmation of my cancellation request: "We received your cancellation request, and we're on it" (Services being disconnected: XFINITY at [Edited: "Personal Information"]).
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August 19, 2026 (Physical Disconnect): Because your agent erroneously scheduled the disconnection for August 18, the signal stayed on until then. On August 19, I called technical support and insisted they manually remove my personal router/modem MAC address from Xfinity’s provisioning system, terminating the physical connection.
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Regarding Equipment: I do NOT owe any equipment. I own my personal modem/router (registered on the account as customer-owned). The rented Comcast gateway was returned over a year ago.
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The Erroneous $92.00 Balance:
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On August 28, Xfinity generated a bill for $171.00 ($79 + $79 past due + $13 late fee).
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An agent previously removed the second $79 charge, leaving $92.00 ($79 for the disputed August advance cycle + $13 late fee).
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A subsequent agent confirmed that the automated disconnect order had stalled because the system was mistakenly waiting for equipment return on a customer-owned device.
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I gave notice to cancel on July 31, 2026—the very first day of the new billing cycle—which Xfinity officially acknowledged in writing on August 1, 2026. Any service continuation into August was solely due to your agent's scheduling error and a system hold on customer-owned equipment. I do not owe $79.00 for services I explicitly rejected, nor do I owe a $13.00 late fee.
Please adjust the balance on account ending in [Edited: "Personal Information"] to $0.00, mark the account permanently closed with zero balance, and send an email confirmation to [Edited: "Personal Information"]. Thank you.
XfinityBenjaminM
Official Employee
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3.3K Messages
19 hours ago
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