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user_3c9ab3
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Visitor

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2 Messages

Monday, July 10th, 2023 5:44 PM

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I do not want to cancel my Xfinity plan but I just received a message saying "We received your cancelation request"

Please help, I received a message saying that I requested a service cancellation and that my services would be cancelled at midnight today. Please do not cancel my services! I did not make such a request.

Question

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Updated 

1 year ago

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XfinityPaula

Official Employee

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1.4K Messages

2 years ago

Hello @user_3c9ab3 Thank you so much for reaching out! That is an alarming message to receive. It's possible that someone tried to set up an account online and typed their address incorrectly. No fear, we can help out and ensure that your services are no interrupted. It's good to note that when an account is set up online and an address with an existing account, we have a team that reaches out to verify the requests as well. If this situation happens to be what I think, you would probably receive a call shortly about the change. Let's sort it all out now. Please send us a direct message with your name and service address.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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user_3c9ab3

Visitor

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2 Messages

2 years ago

I did this but no one is responding?

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user_zs5llh

Visitor

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3 Messages

i had the exact same thing happen to me today. The email i got says my service will be cancelled at midnight tonight. The email is very clear it says last day of service today. But i did NOT make any cancellation request. this seems to be a problem that keeps happening. dear xfinity at least give existing customers time to contact you to say do not cancel and get this situation cleared up. please stop sending emails on the day that you will cancel

1 year ago

0

XfinityDilary

Official Employee

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2.2K Messages

I'm sorry to hear you are experiencing a similar issue, @user_zs5llh. We'd like to help. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

tbill1

Contributor

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672 Messages

1 year ago

Since there are now 2 reports of this, it seems suspicious.  Has either poster verified, by checking the senders address,

that it absolutely came from Xfinity?

(edited)

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XfinityBenjaminM

Official Employee

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2K Messages

@user_3c9ab3 If someone didn't specifically request that their services disconnect it is highly likely that the notifications people have reported are not legitimate. We can always check the Xfinity account to make sure.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_zs5llh

Visitor

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3 Messages

@tbill1​ yes. I contacted Xfinity directly and yes it is true that a cancellation request was put on my account without my knowledge or agreement. Xfinity customer service confirmed this email was really from them.  
one issue is that the email was sent on 12/16 and said very clearly “last day of service 12/16”  which is why I

is is worrying. An e-mail which is genuine from Xfinity saying they will cancel all of your services in a couple of hours when you have NOT asked them to cancel is not acceptable.
This email was genuine from xfinity and it took me several hours to get this fixed ad I did NOT make a cancellation  request and I did NOT want to cancel my services. 

1 year ago

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user_zs5llh

Visitor

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3 Messages

if you want more details please contact me directly

1 year ago

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