Cancellation and billing and cables, oh my!

Yikes! Xfinity's customer service has been 0/10 for me this past month, except for Carlos (if I remember his name correctly...). I don't know why they suddenly connected me to a Spanish-speaking agent (probably my name), but he was a decent and polite guy who helped me get my internet restarted and did not create any new issues for me.

In mid/late July (July 20, I believe), I spent a while on the phone with Xfinity scheduling the cancellation of my service for August 11, the end of my one-year contract and a week or so after I was set to move cross-country to an area that Xfinity does not serve. It took longer than should have been necessary because the agent first suggested that I schedule the end of service for my actual move-out date, which was before the end of the one-year contract. I emphasized repeatedly that I wanted to schedule the end of service such that I would neither be charged for an additional month nor be charged an early termination fee. (Incidentally, I was unaware when I signed up for service last year that the month's bill would be for service starting that day rather than when I moved in and connected my modem. Xfinity should make this clearer to customers. To top it off, I ended up having to pay for professional installation because my landlords had cut the old cables in a remodel at some point, so it took even longer to get my internet properly connected.)

Unfortunately, two days later, I had issues with my internet and eventually figured out that the agent from two days prior had somehow retroactively canceled my service on July 11. This was a very inconvenient time to be without internet, as I had work to do. I then had to spend about two hours on the Xfinity app and on at least two phone calls with various Xfinity agents trying to get my service reconnected and the end of service correctly scheduled. I was also concerned about whether I had been charged an early termination fee, as the agent had ended my service before the end of the one-year contract. The app was not cooperating for getting the internet reconnected or reactivated, and the agent was not especially helpful. Then the call dropped, and after trying again with the app, I called again and got some actual help from Carlos. ¡Gracias, Carlos!

Although I did not request or need one, Xfinity proceeded to ship me a coaxial cable. Not wanting to be charged for keeping equipment, I then spent yet MORE time on the phone and the Xfinity app asking whether I needed to return the cable. I was told to return it to Xfinity or UPS, but I did not have time to do so before the move. I schlepped the dratted cable (still in the bubble mailer) across 9 states and tried to return it to UPS in my new town, but they would not take it, saying that they're an independent store or something. It's a small town, so I don't think there is another UPS in town. The closest Xfinity is hours away, so that is not an option.

Meanwhile, in early August I spent another hour or two on other calls and app chats with agents trying to get a clear explanation of my bill, which showed various credits, charges, and, sure enough, an early termination fee, as well as trying to ask about the cable. The agents on the chat and phone more recently said that I can keep the coaxial cable and will not be charged for it, but they would not (or could not) send me written confirmation of this via email. Given that I heard contradictory information from Xfinity earlier, I need to see it in writing. Do I have to return the cable or not? It should be a simple question to answer! It shouldn't take that long or be a point of confusion for Xfinity's own agents! If I need to return it, I need a prepaid shipping label for it.

Then, this evening, I checked my email and saw that I have an upcoming bill (set to autopay) for another month of service...for service dates from August 22-September 21! It looks like instead of restoring my service and scheduling the cancellation for August 11, the second agent (from July 22) signed me up for another one-year promo rate or contract. I did NOT agree to that! I moved out of my apartment August 2 and now live across the country in an area that Xfinity does not serve.

I should not have been charged any early termination fee(s?) and should not have been sent a new bill. I need to have these erroneous charges removed/refunded. I need my services canceled as of August 11 (without a termination fee). I need to make sure that my autopay is not processed on September 13 (as it is apparently scheduled to do). I need a clear cut answer on what to do with the coaxial cable. I need my time and money back!

Why did a seemingly-simple request have so many complications? How can I get my service terminated as of the correct date and my money back? Why did everyone but Carlos apparently drop the ball? How ever will I stomach yet another conversation with Xfinity to try yet again to terminate my service and fix the billing mess, when the customer service has been so poor previously?