Visitor
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2 Messages
Trying to cancel since February 15th
I called to cancel service in February, which was the last month in my 12 month promotion.
The rep said that he'd completed the disconnect and that service would stop at the end of February.
At this time I disconnected Auto Pay.
I saw that I was charged for the next month and called again in the middle of March, the representative reassured me that the problem was taken care of and at the end of that month all the charges on the account would drop off.
March 25th I received an email letting me know that my payment was past due.
I called again on April 6th after seeing $110 past due balance on my account and this representative was able to give me an immediate credit for $58.67 and the other $51.33 would be credited at the end of the month through the Upcoming Charges section.
I signed in today to check and saw that on April 7th a $10 Early Termination Fee had been applied to my account.
I called again today and the rep wasn't able to remove the fee, but instead opened a ticket [REMOVED]
Can someone please help me end all of this today?
This is the worst customer service I have ever dealt with and my problem needs to be resolved ASAP.
XfinityAirelle
Official Employee
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3.2K Messages
11 hours ago
Hey there, we hear you. After that many calls, you shouldn’t still be dealing with this. From what you described, it sounds like the original disconnect in February didn’t fully process, which caused the extra billing, the past due balance, and now that early termination fee showing up. That’s definitely not the experience we want for you.
The good news is you already have a ticket open, which means the right team is reviewing it. That said, we don’t want you stuck waiting without clarity.
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