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user_6d0e7e
1st Topic

Visitor

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5 Messages

Friday, September 2nd, 2022 4:11 AM

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xfinity services not turned off on cancelation date and billed for the next month

On 8/1 I put in my cancelation request for my internet service for 8/31 and received multiple confirmation emails. On 8/26, I received a bill for services 9/1-9/30, which I should not be paying for because of the cancellation. However it is 9/1 evening, and service have not been turned off, and this bill is still on my account. I will NOT be paying for these services, as it was not my fault that xfinity did not do their job in turning off my services when given an entire month notice. FIX THIS!

Question

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Updated 

3 years ago

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XfinityPeterH

Official Employee

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1.8K Messages

3 years ago

Hello @user_6d0e7e and thank you for your post. Typically, when your account is disconnected we provide a grace period when your service is still connected, but you are not charged. Our system bills in advance so you most likely got a system generated bill. Due to your billing final bill date of 8/31 and today being 9/1 your final prorated billing statement has not printed. It can take up to 30-days for you to get your last bill in the US Mail. All that being said we are happy to review your account to make sure everything was processed correctly. Please send us your full name and complete address in a Direct Message:

 

(Full credit to @BruceW for this excellent explanation!) 


"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:


 • Click "Sign In" if necessary


 • Click the "Direct Messaging" icon or https://comca.st/3RwuGqG


 • Click the "New message" (pencil and paper) icon


 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 •  - An "Xfinity Support" graphic replaces the "To:" line


 • Type your message in the text area near the bottom of the window


 • Press Enter to send it


See https://comca.st/3KFVZwA for an example.

7

user_6d0e7e

Visitor

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5 Messages

@XfinityPeterH​ but will I need to pay my full bill for september? there is only 21 days until it charges my account for an entire period when I did not want any services. and it has been 30 days since I put in the cancellation request... will I be refunded for all of september if I need to pay for that. I have paid for all of the services within the requested service window already

3 years ago

0

XfinityAngie

Official Employee

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1.8K Messages

@user_6d0e7e, Since we bill 30 days in advance, and your bill was already printed by the time your service ended, we will prorate any service you had if it overlapped. If you would like me to take a closer look I would be happy to. Just follow the instructions that were listed above and send the DM. Otherwise, I am happy to answer any other questions that you have publically for the good of the Community. 

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
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

3 years ago

0

user_6d0e7e

Visitor

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5 Messages

does prorate mean refund in this case? I have already paid for 100% of all of my services... I have exactly $0 left to pay. I did sent a message privately already, so you could respond to that too

3 years ago

0

user_6d0e7e

Visitor

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5 Messages

the entirety of this bill that is remaining us during the post cancellation period

3 years ago

0

XfinityAngie

Official Employee

 • 

1.8K Messages

@user_6d0e7e, That would depend on if you have any of our equipment. In some cases, for example, an apartment complex may have our modems already installed, and it would stay with the apartment when you move out. If it was equipment that we shipped to you, or you may have picked it up at an Xfinity store, then that would need to be returned. You can do so by dropping it by any UPS where they will pack and ship it back to us or drop it by any Xfinity store. Without looking at your bill, I would recommend you wait to get the final bill. 

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
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

3 years ago

0

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