Visitor
•
1 Message
Cancel my home wifi services
A few months ago I placed multiple calls to the Xfinity help line asking to cancel my wifi services and each time they said they would help complete the request and always kept asking why I was leaving. I have multiple emails from around this time period saying that we have received your cancellation request and it is being processed. I also returned my modem to the Xfinity store at this same time. Since that time I have been continually receiving calls from Xfinity (which at first I picked up and they were asking why I was requesting to cancel which I answered and then asked again if they could please make sure my services were cancelled) and I am still being charged monthly for my services on my account. I also recently received a message and a bill in the mail saying that my account has been switched over to a collection service. This is absolutely unacceptable that I have tried on multiple occasions to cancel my wifi and have not utilized the services for month given I do not even have the equipment anymore to use the wifi and I am still being charged. Hoping to find someone to help me determine a way cancel these services as there is no way to directly cancel online and the phone cancellation services obviously do not work at all!
XfinityJamesC
Official Employee
•
2.7K Messages
1 hour ago
Greetings, @user_nkmvvx! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still being billed after canceling service, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
0
0
XfinityJamesC
Official Employee
•
2.7K Messages
3 minutes ago
Thank you for sending us a direct message, and allowing us to look into this for you, @user_nkmvvx. We were able to confirm one of your previous cancellation requests, and we reversed your service charges from that date to the date your cancellation order was processed, reducing your ending balance by a good amount. I really appreciate your efforts to get this resolved. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.
0
0