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user_6fef20
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2 Messages

Thursday, April 28th, 2022 6:09 AM

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Cancellation request still pending after 8 days

What is the right way to escalate a cancellation request where even after the receiving the "We received your cancellation request" email (twice for some reason) the service and autopay remains enabled over a week afterwards? The agent I spoke with told me it should be done within 24 hours usually.

I manually turned off autopay and saved payment methods just to be safe but I want to pay the final balance the cancellation agent gave me the estimate for.

I couldn't figure out how to query the status of a pending cancellation request on the online chat or phone menu. Does anyone have tips or could someone from Comcast help close my account?

Question

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Updated 

3 years ago

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EG

Expert

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110K Messages

3 years ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

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CCMiguel

Gold Problem Solver

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358 Messages

3 years ago

Hi! Thank you for your message to us about the cancelation request you made with us and sorry to hear that you are canceling the services with us. How the cancelation works is it is entered in and our system will stop billing right away however the system will also keep the account open for the next 10 days after the cancelation order in case any of our customers decide to cancel the pending order and reinstate their services with us. This helps prevent having to start all over again with a new account and the start up of a new account process. With cancelation orders we do get a lot of our customers that need to delay it or cancel it so that is purpose of this process. 

 

If you like I can help take another look at the order for you and I can push through the pending order for you now if you like.

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user_6fef20

Visitor

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2 Messages

@XfinityMiguel​ Hi Miguel. 

I waited a few days but no cancellation confirmation arrived with the final bill. Instead my account now shows i am past-due on the last month's bill because I turned off auto pay (which I'm glad I did). How can I contact you with my account information to help with this?

3 years ago

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CCElizabeth

Problem Solver

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908 Messages

@user_6fef20 than you so much for the update. I am sorry to read that there is some error with your account status and billing; I know how stressful these things can be. Absolutely you can send your account info, and we'll be glad to help get this resolved!

 

Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message

I no longer work for Comcast.

3 years ago

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