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user_fv5n22
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10/08/2026 4:54 AM

Cancellation ticket logged last night, but service still active and chat claims no record

At approximately 7:45 pm ET on Weds., October 7, 2026 I spoke with an Xfinity representative in the Customer Retention/Cancellation department. I requested to have my service cancelled and disconnected effective at 11:59 pm ET that evening. A reference number of [Edited: "Personal Information"] was provided to me along with a promised refund of $64.51. It is now past 12:50 am on Thurs., October 8, 2026 and my service remains active. When I contacted support tonight, agents claimed they have no record of the cancellation on file.

Could an official employee please review my account backend logs, honor my original cancellation timestamp, and ensure my service and billing are properly terminated as requested?

Thank you.

Mark

Question

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Updated 

16 days ago

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XfinityChristy

Official Employee

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3.2K Messages

16 days ago

@user_fv5n22 Hello, and thank you for reaching out to us through the Xfinity Community Forums. I can understand how concerning it would be to request a cancellation, and then find that your service is still active. I'd be happy to take a closer look into this for you and review the account details. Please send us a Direct Message with your full name and service address, and I'll be glad to investigate the cancellation request, review the notes on the account, and help determine the next steps. I know situations like this can be frustrating, and I appreciate you bringing it to our attention. We look forward to assisting you. 

 

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