Problem canceling Xfinity plan

Hi, thank you for your help.

Before leaving the United States and returning to Brazil, I went to an Xfinity store in person to cancel my service. At the store, I completed the cancellation and paid what I understood to be my final balance.

I have now noticed another Xfinity charge on my U.S. bank account, and I believe this may be a duplicate charge for an amount I already paid at the store. I have already submitted a duplicate payment request through the Xfinity website.

Unfortunately, I can no longer access my Xfinity account or app. I am now living in Brazil, I no longer have my U.S. phone number or physical U.S. phone, and the Xfinity app is also not available to me through my current App Store account. When I try to access my account through the Xfinity website on my computer, I receive the following message:

“It looks like your Xfinity account is no longer active.”

Because of this, I cannot access my billing or payment history to determine what this new charge is for.

Could you please check the account from your side and confirm:

• The effective cancellation date of my service;
• That all of my Xfinity services are fully canceled;
• What my final balance was;
• Whether the payment I made in person at the Xfinity store was correctly applied;
• What the recent charge to my bank account was for; and
• Whether I have any remaining balance or, conversely, any credit/refund due on the closed account.

If the recent charge duplicated the payment I made at the store, I would appreciate your assistance in refunding that amount.

Since I no longer have access to my former U.S. phone number, please let me know if you need another way to verify my identity or account ownership.

Thank you very much for your assistance.

@user_zfiadh Please follow the steps provided in my previous comment to send us a direct message and provide your full name and service address, so we can locate the account. From there we will see what we can authenticate you with. 

Found it, thanks a lot!