Regular Visitor
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5 Messages
Need help cancelling account and stop billing.
We asked XFinity to cancel our service effective 30 June as we were moving to an area where they aren't available. For some reason, they disconnected us on 13 June. They admitted this was a mistake and said they could reconnect us for the rest of the month. A week after that I received what I thought was a final bill - it had a lot of notes, additions, and subtractions - but the amount looked correct. Today I received another bill that looks like I'm still on contract for another year.
Is there a way to escalate to a support group other than the online chat or call center that can only respond from pre-written scripts?
XfinityKei
Official Employee
•
1.3K Messages
7 months ago
@lee_9017 Congrats on your move to your new location! I’m sorry to hear about your bill and disconnect concerns. I can definitley resolve this for you!
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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