Visitor
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3 Messages
Unauthorized Charges After Cancellation
Hello Xfinity NOW Moderation Team,
I am submitting this post as a formal billing dispute and request for moderator-level review regarding unauthorized charges that have continued after confirmed cancellation of my Xfinity NOW service.
Timeline & Key Facts:
I moved to another residence in October 2025 and cancelled my Xfinity NOW service at that time through an Xfinity agent.
The service was cancelled and has not been used since.
Despite cancellation, I have been billed $30 per month for four consecutive months, totaling $120.
I did not enroll in AutoPay, never authorized recurring charges, and did not consent to continued billing.
Over the past four months, I have contacted Xfinity multiple times, completed numerous troubleshooting steps, and made repeated requests to remove my payment method.
I was repeatedly assured that the issue had been resolved and that a refund would be issued, yet the charges have continued.
At this stage, these charges constitute billing for services not rendered and unauthorized recurring charges after cancellation, despite repeated notice.
Under consumer billing protections, including principles reflected in the Fair Credit Billing Act (FCBA) and FTC consumer protection standards, consumers may not be charged for services they did not authorize or continue to be billed after cancellation once notice has been provided. Continued billing after notification raises billing compliance and authorization concerns.
Requested Resolution:
Immediate cessation of all billing activity
Immediate removal of my payment method from the account
Full refund of all post-cancellation charges ($120)
Written confirmation that the account is closed and no future charges will occur
I am requesting escalation to a Xfinity NOW moderator or billing specialist with the authority to fully resolve this matter. I am seeking a prompt and documented resolution, as prior customer service contacts have not corrected the issue.
Thank you for your attention and assistance. I look forward to your response and written confirmation.
XfinityJanelle
Official Employee
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2K Messages
9 hours ago
Hi @user_fmlyrd Thank you for reaching out on the Xfinity Community Forums. Xfinity NOW support is solely handled through the Xfinity Assistant. One you visit https://www.xfinity.com/now there will be a chat box that will usually appear on the side of the webpage, click on that to reach a live NOW specialist.
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user_fmlyrd
Visitor
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3 Messages
7 hours ago
@XfinityJanelle
Thank you for your response.
I want to clarify that I have already used the Xfinity Assistant and spoken with multiple Xfinity NOW specialists over a four-month period, and the issue has not been resolved.
For clarity and documentation:
I cancelled my Xfinity NOW service in October 2025 after moving to another residence.
I have not used the service since cancellation.
I have been charged $30 per month for four months ($120 total).
I did not authorize AutoPay or recurring charges.
I have contacted NOW support multiple times via the Xfinity Assistant, completed all troubleshooting steps provided, and requested removal of my payment method.
I was repeatedly assured the issue was fixed and that a refund would be issued, yet the charges continue.
At this point, redirecting me back to the Xfinity Assistant is not resolving the issue and does not address the ongoing unauthorized charges after cancellation.
This post is intended to request moderator-level escalation or billing review, as the standard NOW support channel has been exhausted without resolution. Continued billing after cancellation and after repeated notice raises billing compliance and consumer protection concerns.
Please advise on the next escalation step or identify a moderator or billing specialist who can:
Stop all billing immediately
Remove my payment method
Issue a full refund of post-cancellation charges
Provide written confirmation that the account is closed
I am seeking a documented resolution.
Thank you.
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user_fmlyrd
Visitor
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3 Messages
7 hours ago
@user_fmlyrd
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