Cannot cancel NOW internet service

Hi there,

I've followed these steps many, many times and all I get is an error message telling me to try again later. I'm trying to cancel after activation.

@user_83y9te​ I am been trying to do this for six months as well and every time I do it, they tell me it’s good and then every month the money comes out of my bank account. I don’t know what to do

@user_83y9te​ did you ever get a real solution other than to follow the steps ? Because it’s not working for me and I don’t want this thing to keep taking my money for a modem I don’t have 

@user_50etak​ I'm in the same boat. It's been 2 weeks of me talking to someone nearly daily trying to cancel or turn off autopay, so I finally had to report my debit card as lost so they just can't charge me. And every customer service person I talk with gives me the BS line of "Don't worry, I'll solve your problem and ensure you leave here happy!" Can't recall the last time I left a conversation with Xfinity happy.

That doesn't work any more. There is no auto pay setting in the Xfinity now app, nor on the web page. 

I haven't tried using the cancel button yet (moving in another 2 weeks), but turning off auto pay is no longer available. 

I did a live chat - they said they turned it off and removed my payment card from the account. 

Neither of those things actually occurred. 

@Kalash Thank you for reaching out. Are you still being charged for NOW services even after you were told it was turned off?

@user_50etak​ Same here literally pregnant & in tears. Its a small amount of money but how can they continue doing this?

@user_07afsj​ considering that they've done away with all methods to even call Xfinity to speak to a human, I don't think they care anymore (or ever did care). I had to go through the hassle of canceling my debit card and updating everything I had to a new debit card, just to cancel my service, despite being promised by a dozen Xfinity customer service people that they'd solve my problem. They owe me a refund for the service because it kept renewing after their first "promise" to cancel and I couldn't get it because I had to cancel my debit card. Maybe a class action lawsuit would make them finally fix their mess.

@user_83y9te I'm sorry to hear that you had so many issues with canceling your service.  Were you finally able to resolve everything except for the credit? 

I tried to cancel my NOW internet and tv yesterday and after 2 trios to store and multiple phone calls I finally just canceled my credit card so no longer will be charged for services. I guess thing will be a lawyer if need be.

We really appreciate you taking the time to share this, and honestly — we hear the frustration loud and clear. When you've already spent time on the phone, made a trip to the store, followed all the steps online, and still ended up stuck in a loop with no resolution… it’s beyond frustrating. I’ve been there too, where it feels like every path you take leads right back to square one, and that’s definitely not the experience we want anyone to have. 

We would like to look into this for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

message sent and awaiting a response

Chatted with XfinityEric

He got my information and looked into my account

A ticket as been entered and i am hoping for a good outcome