Visitor
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1 Message
service cancelled early, ai assistant accepted an unnecessary payment, still don't have internet
my service was cancelled a month in advance, i was given a credit for services i am unsure of. i misunderstood the credit as an outstanding balance i had to pay, called the ai assistant hotline, made a payment, and now i am owed double the initial credit amount. i am unable to access my former plan through the app even though, as recorded in previous billing statements, i should have the same deal on wifi, under my contract, until april 6, 2026. my apartment complex recently added a different xfinity wifi plan to the rent for an added fee that i opted out of, knowing that i would still have wifi services through my previous contract with xfinity.
XfinityJamesC
Official Employee
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2.8K Messages
55 minutes ago
Greetings, @buggeyed! 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 unexpected early cancellation and credit balance. You have definitely come to the right place for assistance.
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” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". 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.
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