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user_a0df43
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Friday, August 19th, 2022 12:24 AM

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Why am I getting billed after cancelling service.

I moved 8/1 and called to cancel my service. I talked to person on the phone to cancel my service and he said it was cancelled, yet I got a bill today for an address I don't live at anymore. Why am I still getting charged?

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3 years ago

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CCMorgan

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3.3K Messages

3 years ago

Hi! Once you cancel/discontinue service at a previous address like that, you do/will receive a final bill. We do bill one month in advance, similar to utility companies. If you look at the top of the recent bill you received, you should see "Services from: xx - xx" - the dates for services you were billed for. Any prorated amounts such as partial charges & credits that may be applicable would be listed further down on the bill as well. Taking a look at both of those items, are the recent changes {disconnect on 08/01} reflected?

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user_a0df43

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2 Messages

@XfinityMorgan​ I cancelled 8/1, and it says I still owe a bill for the time period of 8/20 - 9/19. That's correct?

3 years ago

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XfinityPaula

Official Employee

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1.4K Messages

No, that sounds like it is the statement before the final bill is processed. If you look near the service date there should also be a statement date. It's possible that while the billing for the services stopped on 8/1 it is process to keep the account active for an additional 10 days. Sometimes in that window new statement processed. The system does not see the pending cancellation as a change since it's pending and processes the next statement as normal. However once the order to close the account completes the account is prorated back to the end billing date and the final statement is processed. I don't want to keep asking you to do the leg for work us and look at the statement especially since you can't tell if the order is/was still pending at that time. If you don't mind I will take a direct look at your account and see what caused this statement to process. Please send us a direct message with your name and service address.

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3 years ago

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