Cancelled service still charged

Hi,

I cancelled services more than a month ago, i am still getting charged. Account was under [Edited: "Personal Information"]

please dont charge me

Responses

XfinityKrista

Official Employee

•

1.5K Messages

8 months ago

Hello @user_mg5r59, thank you for taking the time to reach out on social media. I understand your concern with the charges, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

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
Press Enter to send your message

0

U

Please cancel my autopay and stop billing me for a service I already canceled. I cannot access the autopay settings or my stored payment methods to disable it on my own. I've been trying for weeks with no success. When I attempt to chat with an agent, I'm told to call, and when I call, I'm told to chat with an agent. This runaround is unacceptable and feels like large-scale fraud. I am now using Now Mobile and had two lines, but I disconnected one line, yet I'm still being charged. Please refund the amount charged to my account today and ensure no further billing occurs. Additionally, when I request my transfer PIN for the other line, the chat keeps getting disconnected. This issue needs to be reported.The app is useless; also, I am unable to do anything when it comes to MOW Mobile. Why have this prepaid service if you are going to treat customers like this??? Every week, "We have escalated this for you." My next step is the FCC. This needs to stop!!

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XfinityChristy

Official Employee

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2K Messages

user_lywex1Hi there, and thank you for reaching out to the Xfinity Community Forums. I completely understand how frustrating it must be to encounter issues with your Now Mobile account, especially when you've been trying to resolve them for weeks. I sincerely apologize for the runaround you've experienced and the lack of clear solutions.

Now, I know this might not be the answer you were hoping for, but unfortunately, Xfinity Mobile and Now Mobile are separate services. Since Now Mobile is a self-service product, we at Xfinity Community Forums don't have direct access to manage those accounts. There also isn't a dedicated phone number for Now Mobile customer support.

However, I don't want to leave you without any options. Here's what I can do to help:

Self-Service Options: You can try managing your Now Mobile account directly through their website: https://www.servicenow.com/products/now-mobile.html. This website allows you to manage things like autopay settings and potentially request a transfer PIN.
Overview of Now Mobile: In case you find the website navigation confusing, I've included a link to an overview of the Now Mobile service that might be helpful: https://www.xfinity.com/mobile/my-account/.

I understand this isn't the most convenient solution, and I apologize for the extra steps involved. Please let us know if you have any other questions or concerns we can assist you with.

I am an Official Xfinity Employee.
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4 months ago

0

Customer Service

user_mg5r59

Cancelled service still charged

XfinityKrista

user_lywex1

XfinityChristy

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