Visitor
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1 Message
Resolution of final billing
I had a Comcast account for Internet service from 2008 - 2025 for our property at [Edited: "Personal Information"]. I cancelled it in 2005 as our property was uninhabitable after Hurricane Helene. When we were able to move back in in January 2026, I called Comcast and purchased Internet service again (account # [Edited: "Personal Information"]). Comcast offered me a free one year cell phone account as a promotion which I accepted, after verifying with the sales department that both the internet and the cell phone could be cancelled at any time with no fees or penalties. This was important to me, as we were intending to sell our Florida property. The cell number was [Edited: "Personal Information"].
We lived there from January until April of this year, at which time we cancelled our services with Comcast (Xfinity) as we listed our property and returned to our home in Canada. The Internet account was terminated on April 17, 2026.
On May 18th, 2026, my Visa card was charged for $4.83. I had never received a bill before because of the promotion, but assumed this was for a few days of usage after the Internet account was closed, so I paid it, assuming that would be the end of it and it would be cancelled. To my surprise, when I got my next Visa statement on June 23rd, my Visa showed a charge from Xfinity Mobile for $75.22 on June 14th. I immediately called Xfinity the same day, asked for the mobile department, told them the situation, and was assured that the account would be closed and they would credit my Visa in full.
I checked my Visa account on July 15th and was dismayed to see a pending payment for $72.54. I again phoned Xfinity and again told the whole story. The person I spoke to said that he would credit my Visa for $75.22 and $72.54 (total $147.76). Because I had been told this before and was upset that I was continuing to see no resolution, I asked him to email me that confirmation so I would have it in writing. He said he would do so immediately, process the refunds to my Visa and that his supervisor woulc call me directly within the next 30 minutes. NONE OF THAT HAPPENED.
The next day, July 16th, after not receiving an email or a phone call or a refund, I phoned Visa and filed a dispute and a stop payment. Visa adjusted my account with credits for both amounts immediately and said they would contact Xfinity.
I heard nothing further and being satisfied that Visa had reversed your charges, assumed this was the end of this matter. But it was not. On August 25th I received the above email that I am forwarding to you, saying my mobile account had been disconnected, but charging me a final bill of $157.76 (likely a $10.00 late fee?).
I am at a loss as to what has happened to Xfinity's service! I dealt with your company for years and was very happy with your product and your service. Your company is very difficult to reach by phone and frankly I do not trust that even if I was successful getting through, that a resolution would result. My experience has been that more than one of your agents lied to me, assuring me they fixed this when they did not. Therefore, I am emailing today to put everything in writing.
I plead with you to reverse the amount you say is owing and close this account, with confirmation to me in writing , that my balance is zero and my reputation and credit history with you remains unblemished.
Let us resolve this matter once and for all.
Thank you.
XfinityBrianH
Official Employee
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2.5K Messages
10 hours ago
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