Visitor
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1 Message
Repeatedly billed for service that should have been disconnected back in January when the service was replaced by a new account and service
On January 24, 2026, a new internet service was started using a new account at my soon to be former address, and the previous account at the the same address was supposed to be automatically deactivated. However, Comcast has continued to billing me for a monthly service that has not been used and should have been deactivated. The service was supposed to be deactivated on 1/24/26; however, I was charged $124 on 02/26/26 and again on 3/27/26. Now it appears that you guys will be attempting to charge another $124 on 04/27/26.
Since the new service replaced the old service at the same address, I’d like a billing adjustment or refund for the duplicate service period. Can you help review the accounts and issue the appropriate credit?
I contacted Comcast about this issue on April 14, 2026, and was assured that the problem would be fixed and that I would receive email confirmations regarding the canceled service and my refund within the next few hours. The following day, I received an email indicating that Xfinity "had received my cancelation request," and that you guys "were on it." The following day I received an identical email informing me that Xfinity "had received my cancelation request," and that you guys "were on it." As of this writing, I have not received any further correspondence from Xfinity and I have not received any emails regarding the refund due. I did however receive an alert that my bill is due soon and that I will again be charged $124 for service that was supposed to be disconnected back in January.
As you can imagine, this is all quite frustrating. When I spoke to the customer service rep on Aprl 14, 2026, I was given the following number that could be used to track my request in the system. That number is [Edited: "Personal Information"].
Please let me know how to resolve this issue. As of this writing, I have been charged $228 for service that should have been disconnected. Though your website gives conflicting due dates, on either April 23, 2026, or April 26, 2026, Xfinity will be charging me an additional $124.00 for service that should have ended on January 24, 2026.
XfinityPaula
Official Employee
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2K Messages
4 hours ago
Good morning user_vih3do! Thank you for reporting the trouble to us here on our Xfinity Forums. I'm terribly sorry that the account was not automatically disconnected when the new service began and that the billing continues to be processed. I understand how incredibly frustrating this must be especially to be out so much money. I would be happy to help out and investigate the account to ensure a refund is processed.
From my experience there are times that it is requested to have two service accounts at a home which would allow the system to have two accounts active at the same time. This may be due to a roommate situation or the need for a dedicated line for work. When the new service account was set up did you request to have your account closed?
Let's work together to get this fixed. Can you please send us a direct message with your name and service address? From there, we can verify the account and work on have the account closed / verify it was done with the most recent order and work to have the funds returned.
Here are 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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XfinityPaula
Official Employee
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2K Messages
2 hours ago
user_vih3do Thank you for working with us in direct message and allowing me to review the account. I was able to make the corrections and closed the account to prevent any additional issues. I'm sorry that you were advised that the account would be closed with the new account being created. At this time that process is incorrect. Please reach out to an agent, create a post here, and we will help close the account for you. My team is amazing and will help out with any question or service issue you may have.
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