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czwangxtt
1st Topic

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3 Messages

Wednesday, August 5th, 2026 6:03 PM

Canceled Service still Active and Got Incorrect Bill

I moved out from my previous apartment and cancel my service on July 18th. The customer service agent told me my final bill was adjusted to 13.94 on July 21st. However I saw my bill become $108 today. I chat with the customer agent and she told me that my service is still active. She went ahead to deactive it and told me to ignore the coming bill. Does anyone saw this issue before? Is there any way tocheck if my service is deactived and the bill is corrected? Thanks!

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XfinityPaula

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2.2K Messages

2 hours ago

 

czwangxtt Hi there! Thanks for creating a post for us here on our Xfinity Forums for help with the account. I'm sorry about the account not being closed correctly the first time. I know this can be scary and confusing especially since our statements post in advance of the service dates.
I have come across this before, but in most cases the issue was that the account did not close before the next billing statement posted so the statement did not reflect the upcoming account change. The bill that you saw today, if you look at the top right of the statement it should show when the statement generated. Did the statement generate before July 28th? 

 

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czwangxtt

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3 Messages

@XfinityPaula​ The statement shows billing date July 19, 2026 for service from July 24,2026 to Aug 23, 2026. Which is after my cancelation date. Also I saw an upcoming charge of $108 for the coming month.

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2 hours ago

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XfinityFrank

Official Employee

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2.5K Messages

Thanks, @czwangxtt. Let's take a closer look at the account. 

Please send a direct message to us including your full name and complete street address.

 

 

Here's the detailed steps to direct message us:

1-Click "Sign In" if necessary.

2-Click the "Direct Messaging" icon.

3-Click the "Start new conversation" (pencil and paper) icon.

4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

7-Type your message in the text area near the bottom of the window.

8-Press Enter to send it.

 

How to: Direct messaging within the forum

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1 hour ago

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czwangxtt

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@XfinityFrank​ Dm sent

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