Visitor
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1 Message
Cancellation problems
My 96 year old mother broke her hip and is trying to recover at my home. I'm not sure how long it will take before she can get back to her apartment. I spoke with Ron at customer support and he assured me that he was canceling her account for the time being. I declined the option to pause because she is not willing to pay for a service that she's not using. She was going to open a new account when she gets back home. INSTEAD, he paused her account at a charge of $20 monthly. That's NOT what I asked him to do.
I waited 3 days for a scheduled call back which never happened. Then , when I finally got a human on the phone, he didn't do the thing I requested. I'm frustrated because when I took the equipment back to the nearest Xfinity location I was told that they couldn't help me until the account is closed. PLEASE help
XfinityJohnG
Official Employee
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2.8K Messages
8 hours ago
Thank you very much for reaching out here. I am sorry to hear about that experience, and for your moms' injury. I will be happy to take a look at that account from here for you. Are you listed as a Manager on her account? Can you send me a direct message with your name, the account holders name and the complete address for that service? To send a direct message.
• 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
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