Visitor
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1 Message
Still getting billed after cancelling service
I supposedly cancelled my internet service on March 7. I was on the phone with 18889346489 for 14 minutes and at the end of the call was told my service was cancelled. I then received a late bill email towards the end of March and then a new bill yesterday for 2 months and late fees. I have not used any Xfinity services since February when tree damage from an ice storm knocked the line down. I had my own equipment so nothing to return. How do I get them to actually cancel? I removed my payment information and will not pay these bills since I haven't been using their service at all.
XfinityGabriel
Official Employee
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3.2K Messages
10 days ago
Hi there. Thanks for taking the time out of your Saturday to reach out. I can understand why this would be upsetting, especially after you were told the service was canceled and you haven’t used it since February. I’m really sorry to learn about this experience and the frustration this has caused. Based on what you described, it sounds like the cancellation from March 7 may not have fully completed in the system, which can unfortunately result in continued billing and late fees even if service stopped. That’s not what should have happened, and we definitely want to get it corrected. We are the right expert team to help with this over social media. To resolve this, we’ll want to:
Since this involves account‑specific details, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message. Once we have that, we can review the call history, verify the cancellation request from March 7, and make sure the billing is corrected accordingly. I appreciate you taking the time to document this, and we’ll help make sure it’s properly resolved.
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