charged after cancelling service and returning all equipment

On November 1, 2023 I replaced Comcast as my ISP with Sonic as my new ISP.  Prior to that I had Comcast for television service as well as for internet and a fax line. I disconnected the equipment provided by Comcast and started streaming from Max, Paramount Plus and Netflix.  Sonic cut the wiring connecting my home to Comcast and replaced it with there equipment.  I purchased and provided Sonic with the eero modems which they connected.

I received my billing statement fromComcast/Xfinity running from October 26 through November 25, 2023.

I wanted to see that Sonic was up and running.

On November 16, 2023 I called Comcast to notify them that I wanted to cancel all my services effective November 25th, 2023.

I was advised to return all my equipment.  I was told that I had 30 days (to December 16, 2023) to return all equipment and would not be charged for another month of use.

As I have had a horrible experience with Comcast I doubted that was the case.

I was given a cancellation confirmation number of #[Edited: "Personal Information"].  I was told to wait a couple days and I would receive an email confirmation of the cancellation.

On November 25, 2023 (the final day of the current/advance billing cycle) I brought my fax line modem, all 3 television boxes, cables, 3 remotes - the totality of the equipment belonging to Comcast.

I received a receipt itemizing all equipment was returned.  I repeated that I was cancelling service.  I spoke with cashier 2RO at 2:30pm on 11-25-23.  She assured me my account would be closed, I owed nothing more to Comcast and had met my obligation for effective cancellation.

The equipment receipt confirmation number is #[Edited: "Personal Information"].  

I made a point to takes notes and keep all documentation related to my cancellation because I suspected Comcast would try to bill me even after I cancelled.

I paid my final bill (Oct 16- Nov 25, 2023) in the amount of $265.10 on November 13, 2023.  

I was also told to expect to receive a refund.

I waited a week and had not received any email to the email address I had provided.  So I called and was told to just to wait for processing.

Then I received a new bill from Comcast for the next billing cycle.  I assumed it was an error, but suspected this was just more miserable service from Comcast.

I received more bill statements even though I possessed not one piece of equipment belonging to Comcast, my internet connection was now with Sonic and my ISP showed that on screen.

On December 20, 2023 I called again.  I spoke with someone named Nove.  She told me there was no record of my cancellation.  I told her I had the cancellation confirmation number but she didn't want it.  

She said not to worry, that since I had returned all equipment and had a Sonic ISP, she would honor my cancellation date from my call on November 16, 2023 as I indicated for November 25,2023.  She said I would receive a refund in the amount of $194.00.  And I (once again) would receive and email confirmation to the email address I (once again) provided.  I requested that she send me a text with the cancellation confirmation number but she said she couldn't do that.

So (once again) I was given another cancellation confirmation number of #[Edited: "Personal Information"].

And I was assured my cancellation was on November 25, 2023.

Well, I received no email cancellation confirmation, nor have I received the refund amount of $194.00.

Then, just this week I received a collection notice for 201.50,  This would reflect that my account was not cancelled until December 20, 2023.  That figure being my usual bill of $265 .10 minus a few days left in that billing cycle.  Now I have a collection company after me.

I was misled and lied to on every phone call.  After being with Comcast for 20 years.  ANd I'm not surprised in the least.  

So warning to current Comcast subscribers.  Keep all documentation, receipts, and don't call, email instead so you have further substantiation of cancellation.

Jeanine L.

Acct # [Edited: "Personal Information"]

(closed)