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user_kxb3b0
1st Topic

Visitor

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4 Messages

Thursday, March 26th, 2026 9:19 PM

Cancelling is IMPOSSIBLE

I am filing a formal complaint regarding continued billing by Comcast Xfinity after cancellation of my internet service.

I canceled my Xfinity service on or about December 2025. At the time of cancellation, I requested confirmation that the account was closed and that billing would cease.

Despite this, Comcast has continued to bill me after the cancellation date. These charges are unauthorized because no services are being provided.

I have attempted to resolve this issue directly with Comcast through customer service, but the issue remains unresolved. I have not received a clear explanation or confirmation that billing has stopped.

This situation constitutes improper billing and failure to honor a service cancellation.

Question

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Updated 

4 hours ago

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XfinityCliff

Official Employee

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69 Messages

4 hours ago

Hello @user_kxb3b0 and thank you for reaching out on our Xfinity Community forum!  Understanding what's going on with your bill is important and we want to ensure clarity for you! 😀

We would be happy to take a look at this for you and address your concerns.  To allow us to do so please send us a direct message (I am including a helpful guide below on how to do this) that includes your full name, as well as the service address where you had your account. 

Once we are able to get you verified we can review the account for you and work toward a resolution. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…


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XfinityAlyssaA

Official Employee

 • 

2.5K Messages

We can absolutely assist with processing your cancellation request, and we understand where your frustrations are coming from @user_kxb3b0. To get started, could you please send us a Direct Message with your first and last name, along with the service address on the account? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 hours ago

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XfinityAlyssaA

Official Employee

 • 

2.5K Messages

We can assist with processing your cancellation request @user_kxb3b0, but in order to do so, we do need to collect some private information to get your account pulled up. Can you please send us a Direct Message so we can better assist?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
 
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

4 hours ago

0

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