Still getting billed after canceling service

I called to cancel my Xfinity service before the end of my previous billing cycle. I was assured that my service would end after the last day of my previous billing period (May 27). It is May 28 and I am still seeing an active bill for period starting today. I have an email from May 22 acknowledging my cancel request. There are, of course, no agents online to help me handle this so I am stuck leaving a message here and hoping for the best.

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XfinityJeff

Official Employee

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985 Messages

23 days ago

Good morning @user_ii1s50, and thanks for reaching out to us on the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the billing on the canceled account, but you have come to the right place for assistance with this. When an account is set to cancel, we pick a date for the billing to stop, but the actual date is usually set out further in the system, and once the order closes, it will back date to the requested billing end date, which will prorate the bill.

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user_8n0y1a

Visitor

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1 Message

11 days ago

Same thing happening to me. Canceled internet service May 18, now receiving bill for May 26-June 25. Is there a human who can help resolve this?

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XfinityRay

Official Employee

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4K Messages

Hi there, @user_8n0y1a! Thanks for reaching out about the most recent statement you see after closing your account with us. When we process an account cancellation, we stop billing you on the date of your choosing. The closure can take up to 10 days to process in all of our systems. You will sometimes see a normal bill generate in that time.

We send out all final statements by USPS mail a few weeks after the account closes. It is sent to the billing address on file. It will show the billing corrections from closing the account. You will see either a final balance, a $0 balance, or a refund amount that is due. If you are owed a refund that is place back on the payment method on file within 4-6 weeks. If we are unable to put it onto your payment method, you get an email with options to receive the money instead.

We are glad to take a look at this with you. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

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11 days ago

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user_ii1s50

Still getting billed after canceling service

XfinityJeff

user_8n0y1a

XfinityRay

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