Visitor
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2 Messages
Returned equipment and closed account but still being charged
I returned equipment and was told my account has been closed yet I'm receiving messages that I owe money I wasn't under a contract for MONTHS before returning and I can't afford them to keep charging me money and I have no access to the account because IT HAS BEEN CLOSED THE DAY I CAME IN.
XfinityKei
Official Employee
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2.7K Messages
2 months ago
@user_matntw My apologies for any inconvenience this has caused you.
I would like to explain how the disconnection process works.
The overall disconnection process can take two weeks, but your bill stops.
Depending on the date you disconnected your services may have billed already and from there your bill is backdated to your disconnection date and a final bill is sent with the end date of your disconnection.
I’m happy to look at your account and confirm this with you.
Can you please direct message me your first and last name along with your full service address so I can assist you further?
To do so, click on the chat icon located at the top right of this forum's page.
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 "Start new conversation" (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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