1 Message

Thu, Sep 9, 2021 5:08 PM

Your company is causing me damages by making it impossible to cancel services.


I have put in a cancellation request multiple times for my services to terminate on August 31, 2021.  I called and chatted with agents to verify this multiple times before this date (you can check how many times I've contacted Xfinity in my account history).  The first time I cancelled, the agent said I was all good to go.  The second time I chatted with an agent, they told me a September 26 date was put in for cancellation.  I said "NO." and they assured me they corrected it to the August 31, 2021 date.  The third time I had to call in again on 09/08/2021 because my services were STILL not cancelled.  This agent told me a work order was put in, but that it didn't process correctly.  She then said she'd remove all the services from my account and that the billing would be properly reflected.

I was supposed to be terminated on 08/31/2021, but now my account is still active and showing "TV services" with a full billing amount for the month of September.  This account should never have gone past the next billing cycle, and I was assured this would not happen.  Now it's 09/09/2021; my billing doesn't reflect that there is no amount that should be owed for September or that the amount should be prorated even if you guys were trying to extort me for extra days on a billing cycle that should not have continued.

How can I ever recommend your services in good faith ever again to a fellow friend/family member if this is how customers are treated when they move to a non-Comcast area?

Please advise and FIX this.

Official Employee


338 Messages

2 m ago

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We at Comcast will miss you. If you do give us another chance to provide your household with services in the future, we will be happy to have you around. I wish you the best on your journey and thank you for being the best part of Comcast. I know it can be a bit confusing after any change or disconnection to the account so I will try to clear up the confusion for you! 


Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon! 

• 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



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