Xfinity has Been taking my money for over a year

I’ve been with Xfinity since 2022 with three moves / three addresses. around October 2023 i moved to a new apartment. leading up to this i spoke with multiple xfinity reps about my service making sure the cancel from one address and move to the next was all sorted out. One rep said something like “ma’am i assure you it’s cancelled” as if i was silly for my concern.

When the technician came to my new address to install equipment i tried to give him my old equipment but it took him forever with lots of phone calls, hiccups, and back-and-forth to his vehicle, etc etc, and he ended up not taking it. Another tech came months later and i tried to give him my old equipment and he said he can’t take returned equipment. i did wonder why i hadn’t been charged yet or asked to return it but i just figured xfinity has so much of this sub-par equipment thats probably dated at this point and they just didn’t really care if it gets returned.

fast forward to april this year and i get an xfinity email saying they received my cancellation request. since i hadn’t cancelled any service i looked into it more and after some digging i find out i’ve been paying for internet service at my old apartment since around October 2023.

Payments were set to autopay with paperless billing. i have mobile account with two lines plus internet. payments are on different days so it was easily missed. Whenever I would login to my account it would show my old address, but selecting it would take me to an empty state and it would read something like “nothing to show here,” so i assumed with the reassuring from xfinity and the lack of anything connected to the account (data used, next bill amount shown, etc) i believed it. Not only that but this fit the pattern of xfinity accounts since my mobile account showed me having three mobile lines (i have two) and going through many chats and calls to assure me i was only paying for two lines.

I called xfinity as soon as i realized what was going on. The person i spoke with was kind and assured me this would be fixed. she stated that the only person who can put in a cancellation of service is me, which we both found odd. perhaps xfinity realized what was going on once a new person at my old address subscribed to service (i live next door and saw someone moved in within the same time i got the email about cancelling service). Anyway the rep i spoke with she was looking through all my notes from my calls to xfinity and she saw that i did indeed put in a cancellation request so she was going to escalate my claim so she could send this to her supervisor and get me a refund. she said “i assure you you will not have to pay for this,” also noting i used zero data on all those months to further evidence that the service should have been cancelled.

She then asked me for a total that i was looking for to be returned. What? Isn’t that your job?? I said i don’t really know and would like her to tell me and she insisted i have to give a total before she can escalate the claim. So i logged into my account while she’s on the phone mind you, and eventually found that i could download a pdf of my bill and see the charges. so i downloaded 12+ pdfs. it took FOREVER, and then added them up and gave her the amount, or what i hope was the amount. We got off the phone, she assured me again i’d get refunded for this and that i’d get an answer to this in 4 days or less. 11 days later and i get a text saying they couldn’t approve this claim and it was now closed. during these 11 days i got constant updates saying it was taking longer but “here’s a link to view your claim,” and the link never worked. i got 5 texts saying “here’s the info you requested” with a link that,and guess what,? it was broken. at the end of 11 days they sent the text saying it was closed and again provided a link to review my claim but guess what? the link was broken and i was never able to review my claim. not that it matters i see zero reasons for xfinity feeling that they somehow should not refund me my money when they have proof of me cancelling and proof i didn’t use the service during these entire time.

When i clicked the last of a zillion broken links i logged into my account and different way than usual and it showed not one but three of my addresses, so now I’m like “are ya’ll charging me for my old-old address too? and why can i not see that again when i try to login? and why do i see this all over the internet with other people, same experience? Anyway Id love to know why xfinity thinks this is ok and what the reasons you have for charging me over a year for service i cancelled. from xfinity’s own words: ITS IN MY NOTES.