Visitor
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1 Message
Scheduled Cancellation Issues
We called around or on October 2nd and spoke with a representative to schedule a stop service on October 5th, as we were moving and no longer live at the service address. All equipment should be returned.
We called to discuss a potential incorrect final bill, which was confirmed by the second representative we spoke to, who told us we should only be getting charged ~$30, and to disregard the current statement as a new one would be sent to us. We waited, and instead of receiving this updated bill, we got a statement for another month of service that we no longer have on top of the incorrect charge from the prior one.
We have been drug around in circles by multiple reps at this point, one going as far as to say she 'needed time to crunch numbers and would call us back' and she never did. We have had confirmation that the service is stopped, so why does it say on the account that it is still active and we are getting billed for another month?
The service should have ended on the 5th, our final bill should have been prorated, and we should not have an additional month of service for something that should be cancelled.
XfinityJamesC
Official Employee
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3.2K Messages
6 hours ago
Greetings, @user_mrpsz1! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this billing issue. You have definitely come to the right place for assistance.
I apologize for the misunderstanding. My colleagues were most likely correct about the new statement adjusting your ending balance, so that you are only charged for the days you had service up until October 5, when the service was canceled. It sounds like the part they may not have clarified was the timing. If you canceled service on October 5, any balance you had on the account from your previous bill will be adjusted once the final bill is issued, but it can take up to 30 days for that final bill to go out, once any Comcast-owned equipment has been returned (if you had equipment).
Under normal circumstances, you may not see any adjustment until late October or early November. It is also possible for another monthly bill to go out during that time period, depending on what your billing cycles were. Fortunately, that new bill will most certainly be for future service after the account was canceled, so it will also be reversed once the final bill goes out.
I would still like to make sure your cancellation was entered and processed correctly, just to be safe. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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