Visitor
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2 Messages
Received bill following cancellation of Xfinity service
On 01/08/2023, I submitted an online form requesting cancellation of my Xfinity services (internet and TV). On 01/09/2023 I paid my bill ($109.16) for the billing period 12/17/2022 to 01/16/2023.
On 01/09/2023, I received a phone call from an Xfinity representative to confirm that I wanted to cancel my Xfinity services. I provided the necessary confirmation to the Xfinity representative, and the representative stated that I would have a grace period with continued service until 01/19/2023 and I would have to return my Xfinity equipment (cable box) within 30 days. The representative confirmed that there would not be any charges and that I had paid my final bill.
I then received emails from Xfinity confirming the cancellation of my Xfinity services on 01/09/2023 and 01/10/2023 (Subject lines: "We received your cancellation request"). These emails stated that my last day of service would be 01/09/2023.
On 01/13/2023, I received an email from Xfinity (Subject line: "Your bill is ready to view") stating that I had a bill ($166.74) for the service period 01/17/2023 to 02/16/2023 with a payment date of 02/08/2023.
- Why am I receiving a new Xfinity bill for the service period following my cancellation?
- Why would I be charged for service from 01/17/2023 to 02/16/2023 when my "last day of service" was 01/09/2023?
- How can I ensure that I will not be charged since I canceled my service?
I have attempted to use the online Xfinity Assistance, which was unable to address my issue. I was unable to get through to any Xfinity representative when calling the general customer service number (800-934-6489) and the number (888-972-6021) provided in an email I received 01/10/2023 (Subject line: "Please open: Before you disconnect let us find a solution that works for you") to try to get me to remain a customer.
XfinityJessicaA
Official Employee
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330 Messages
2 years ago
Hello @user_232626 We appreciate you taking the time to reach out to us today. I know how important it is to ensure the bills are accurate. Your bills have a "Print Date." If this was before your disconnect date, the bill would still show the full months worth of service since it was activate at the time it printed. Once the disconnect processes, we would create another bill crediting you for any time the services were disconnect.
I'd be happy to review your account though and make sure everything is fine. Please send me a DM with your name and full address by doing the following:
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
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user_232626
Visitor
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2 Messages
2 years ago
There is no "Print Date" on my bill (looking at the online statement or the PDF statement). You have not answered my questions about why I would be billed following cancellation.
The billing date on the bill is 01/13/2023 (for services from 01/17/2023 to 02/16/2023), which is after when I cancelled my Xfinity services on 01/09/2023.
Also, I am unable to create a new message in the direct message section.
(edited)
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