Friday, December 29th, 2023 3:16 AM

How do I resolve an ongoing issue when reps won’t connect me with a real manager

I went into a store to cancel service on April 18th, 2023. I have a disability, so the rep helped me get everything done and told me I was good to go. After 6 months of homelessness I discovered Xfinity had continued charging me for service. The first or second rep I spoke with in October advised he connected with his manager and was approved to close the account and provide a full refund. Fast forward 6 or 7 calls over two months and I still cannot get this issue resolved. I don’t know what to do from here other than get my story out there. 

Official Employee


1.3K Messages

4 months ago

Hello, @user_quibtw. Thanks for reaching our team on Forums regarding the billing concerns, that's certainly not the experience we want you to have. We can certainly help and look into this further. Please send a DM with your full name and address. 

Here's the detailed steps to direct message us:
• 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

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