Visitor
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2 Messages
outstanding balance issue
We cancelled our service and were charged an early termination fee. Have been a good paying customer for many years, and just asked that the balance on the account be waived (not the entire fee). Used the chat feature on 10/06/25, and the chat agent agreed to waive the balance and said it would take 24-48 hours. Balance was not removed. Called on 10/15/25 and had to go thru the whole process again. Was told the balance would be waived. It's now 10/28/25 and the balance hasn't been waived and is showing as past due. Can anyone actually take care of this for us?
XfinityJoe
Official Employee
•
1.1K Messages
7 days ago
We would be happy to look into this for you @user_8me8ai
Please send us a DM with your full name and address to Xfinity Support.
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" (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
See https://comca.st/3kYXwkR for an example
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