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user_xj366r
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Visitor

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3 Messages

Tuesday, November 11th, 2025 12:23 AM

Horrible customer service

I spent an hour on the phone requesting a refund and got no help then requested a supervisor and got passed around to different employees before ultimately being hung up on. Why was I billed when I canceled service already? Why was I hung up on after an hour on the phone? Id love an answer to these questions if someone could help 

Question

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Updated 

13 hours ago

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XfinityEmilyB

Official Employee

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2.5K Messages

2 days ago

 

user_xj366r Welcome to our community forum! Thank you for taking time out of your day to bring your recent experience to our attention. If I was billed for service after cancelling, I'd be reaching out too. You're in great hands with my team and we will stick with you here until you confirm that all your concerns are fully resolved :). 
 
Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution. 

 

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XfinityDemitrius

Official Employee

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2.2K Messages

14 hours ago

Thank you for taking the time to reach out @user_xj366r. With the billing cycle and refunds, it can take up to 6 weeks to receive a refund. In order for the refund process to start, all Xfinity rental equipment such as the Xfinity xFi Gateway would need to be returned for the refund process to begin. You can learn more about the refund process by visiting our 'What to expect with a refund from Xfinity' support page. Thank you for being a part of our Xfinity Community and hope you have a great rest of your evening.

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