U

Tuesday, September 26th, 2023 10:28 PM

Closed

Wrongful billing after cancelation

I called Comcast to schedule cancelation of internet service in May because I was moving out on June 30.

On June 27 service stopped. 
I returned the equipment on the first week of July.

In September Comcast is still billing me monthly for a disconnected service.

I called Comcast and was told billing would be corrected.

A week later I get calls from Comcast collection billing August and September. 
I called again and was told it would be corrected.

A few days later more calls collecting.


Now a Comcast supervisor says that although I moved out and returned the equipment, someone has plugged equipment and I am liable for it. I asked him that if I am the only one with access to the account, how is it possible someone else paired equipment at that address when I don’t even live there anymore?

He say he will transfer me to a department that can fix it, instead he sends me to a recording that disconnects. I call again and now Comcast system identifies my number and will not allow me to talk to an agent anymore unless I pay all the months I did not receive service.  

Official Employee

 • 

2.3K Messages

2 years ago

Thank you for your feedback, @user_ee71fd. I hope you're move went well and you had plenty of help with the heavy lifting. We would appreciate the opportunity to assist with your billing concerns after closing down your Xfinity account and work with you to turn this experience around. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

6 Messages

@XfinityThomasA​ I do not see that chat box you mentioned. When I clicked on the one there it sends me to conversations and nothing else happens.

Official Employee

 • 

1.3K Messages

I appreciate you letting me know you are experiencing an issue. Can you log out of the website and then log back in and let me know if you are still unable to see the Direct Message icon? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 Messages

I did what you asked me and it is not working. There is no way to chat with someone there. The icon leads me to a search bar for conversations, but not for chatting with someone to fix my problem.

6 Messages

2 years ago

This is the screen I get when I do what you are asking me to do.

Official Employee

 • 

1.3K Messages

Thanks for sending that screenshot, if you tap the blue circle in the bottom right corner does that open a chat window for you? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 Messages

No, it does not. It is sending me to a page to submit another topic in the forum. See the screenshot.

Official Employee

 • 

1.3K Messages

In order to assist you we need to ask you for account specific information that is too secure to be sent in a public forum. I am not certain why you are not seeing the option to send us a direct message, but we can also be reached by phone at 1-800-934-6489 or chat at https://comca.st/3xJbOhI

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 Messages

2 years ago

No help has been offered to me after posting my problem here. I keep being sent around in circles.

Expert

 • 

31.5K Messages

@user_ee71fd​ 

Were you not able to send that direct message?

To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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