Frustrated - Why Is It So Difficult to Cancel?

I'm currently dealing with the same frustration. I went online to terminate my Xfinity services. After dancing with a chat bot. I finally got a rep. After repeatedly saying I was sure I wanted to terminate. I was told it was done. I'm supposed to receive an email confirmation of the order. However, the email order has no information. I just want confirmation that my service will be terminated on March 11 2025. So I tried to check again online with my account and got nowhere. This isn't Customer service it Customer chaos. 

Thank you for reaching out to us here @katateros. I will be happy to check on that account from here. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "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

@XfinityJoe​ thank you for reaching out to share this. I have followed these steps and have still not been assisted sufficiently.

My account is still being charged, and I am still going in circles with Xfinity. 

Yea, I'm going through the same thing.  When you order service, it's Bing bang boom.  Done.  When you want to cancel something, they just employ people to waste your time so you give up.  Ridiculous.

@user_g1w7sh I am here to assist you. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- 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

@XfinityDena​ 

I'm online with a live agent now for a couple hours.

This is after a couple days on the phone trying to speak to people that don't speak good English.

I only want to cancel a pending voice order which my modem/router does not support and I didn't realize that until after I placed the order.

Soon, I will just go to my bank and deny any payment to xfinity then you will also lose my business for internet service.

I've about had enough now.

Thank you for that information. I am sorry for how your experience has made you feel. Please let me know if I can be of assistance @user_g1w7sh

user_dwxyre thank you for using the Xfinity Community Forums page to reach out. I can definitely assist you with your account concerns to ensure the cancellation you requested is completed as intended. Please send me a direct message with your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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. 
 

Done. Thank you @XfinityMarcus 

Thank you for giving us time to clarify and provide a resolution @user_dwxyre. We closed the order as requested and ensured you were not charged for anything past the disconnect date. Have a great day :)