Hello @user_gjmqui, thank you for taking the time to leave a post. I completely understand how concerning it can be to see that your services are still on after your requested disconnection date. That can definitely feel confusing. When a disconnect order is submitted, it enters a pending status first. So your services may remain accessible until the disconnect order is finalized. However, the order includes a bill stop date, which ensures you won’t be charged beyond the date your service is scheduled to end. Once the disconnection fully finalizes, the final billing will adjust, so you’re only charged through that bill stop date. We’d be more than happy to review your account and confirm that everything is processing correctly.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
XfinityMarshante
Official Employee
•
987 Messages
5 days ago
Hello @user_gjmqui, thank you for taking the time to leave a post. I completely understand how concerning it can be to see that your services are still on after your requested disconnection date. That can definitely feel confusing. When a disconnect order is submitted, it enters a pending status first. So your services may remain accessible until the disconnect order is finalized. However, the order includes a bill stop date, which ensures you won’t be charged beyond the date your service is scheduled to end. Once the disconnection fully finalizes, the final billing will adjust, so you’re only charged through that bill stop date. We’d be more than happy to review your account and confirm that everything is processing correctly.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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