Help with unauthorized cancellation requests

Twice now in the last 2 weeks I have received emails indicating Comcast 'received my cancellation request'. I have not requested any cancellation.

The previous time (March 6) resulted in my service being disconnected, a 1-hour chat with 4 different live agents to get service re-established, followed by 2 hours of effort to re-activate my internet service (Comcast had disabled my modem).

I received another cancellation notice 4 hours ago. I need:

- to ensure that you do NOT cancel my service without my authorization

- you to cancel any active change / cancel orders on my account

- to understand how you continue to allow cancellation requests from an unauthorized source

I look forward to speaking with someone about this.

Responses

XfinityThomasD

Official Employee

•

1.3K Messages

2 months ago

user_5k7jfe This typically happens when another customer creates an order to start or transfer service to your address, where the disconnection would be set out in the future. There are many times when customers move and forget to notify they are either not needing service any longer or that they need to transfer their service, which is why the communication is sent. I do apologize for the inconvenience though. We can look into the address to see exactly what's going on for you. Please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" 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.

0

Customer Service

user_5k7jfe

Help with unauthorized cancellation requests

XfinityThomasD

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