New Poster
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5 Messages
Question about credit after cancellation of internet service
I'll try to be brief.
My girlfriend moved in with me and since she uses Xfinity mobile we attempted to switch the internet into her name. She was told initially that once we hook up the Xfinity router and connects the service, that it would automatically cancel the internet plan that's in my name.
On October 30th of 2022 we hooked up the supplied router and disconnected mine. A few weeks later I realized that my service was not disconnected, and somehow we both were getting billed.
Since then I've chatted with numerous customer service agents, one said they had never seen this before and was supposed to call me back but I didn't hear back from him.
It wasn't until today after speaking with a helpful agent that my cancellation request appears to be going through. He mentioned that I would be credited back from the time we hooked up the supplied router and transferred service into her name.
My question is how will the refunded amount be credited back to me if my account is closed? I forgot to ask this while the formally gentleman was on the phone with me.
Also, I'm still showing a bill as due on December 3rd and my concern is a late payment on this amount having a negative effect on my credit report. Is there a place where I can check the status of my cancellation request?
Thank you for any information you can provide.
CCValerie
Official Employee
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974 Messages
2 years ago
Hi there, @Thomas108, thank you for taking the time to reach out to us through our Xfintiy Forums. I am sad to hear of the troubles you had in disconnecting your account after connecting your girlfriend's account. I understand wanting to know about that credit especially how and when it would be received. Please rest assure you have reached the right team for assistance.
When a disconnected account is disconnected the system will automatically try to return the credit to the last card used to make a payment, if that attempt fails then a refund check would be initiated to the billing address associated with the disconnected account. We can look further into your account and give you more accurate expectations for your situation. To get started, please send us a direct message with your full name and service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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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