Visitor
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1 Message
Tried to cancel service, still billed even after equipment return
I ordered service on March 5, 2026 and then cancelled service on March 11, 2026. The equipment came in the mail and I immediately returned the equipment that was never opened or activated on March 18, 2026. I was still charged a service fee. I had the issue escalated and the ticket was closed with no resolution. When I attempted to chat in, it told me to call the 1800 number and I could not get a human on the phone because it kept referring to an old account that my ex-wife had. This is not ok. I'm deploying which is why I cancelled service immediately and to be charged for service that was never activated seems like unscrupulous business practices. I have my return receipt and the ticket number. My account number ended in [Edited: "Personal Information"] and the serial number for my equipment was [Edited: "Personal Information"] model 3E.
XfinityBradM
Official Employee
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1.3K Messages
6 hours ago
@user_0avepq Our team can review the account and take action to ensure it has been closed out appropriately within the 30-day money-back guarantee. If you could please send me a DM with your first and last name along with your full-service address, we can get started.
To send a "Direct Message" to Xfinity Support:
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Click the "New message" (pencil and paper) icon
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user_ak5q0o
Visitor
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1 Message
3 hours ago
i am having the same issue. I cancelled my plan months in advance because i got into a graduate program and they proceeded to bill me for the cycle that started after my cancelation date. I turned in the equipment days prior to the start date of the cycle they last billed me. I called mutitple times attempting to resolve the issue over and over only to be sent to debt collections. How is it even possible that they are requesting for me to pay for a bill cycle for which i didnt even live in the same state!! I gave so much evidence including the receipt showing the zero balance on my account for when i dropped off my equipment. I am never returning to xfinity. was with them for over a half a decade.
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XfinityDilary
Official Employee
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3.1K Messages
3 hours ago
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