I'm being billed 2 months after I cancelled.

I cancel on Feb 6, return equipment by end of the next week (Hadn't used it since cancelling)

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Thank you for being an Xfinity customer. While we might not be the right fit for you at this time, know that we're here for you if anything changes. While we process your request, you can view your cancellation details below and check out our Cancellation Guide for even more information. You'll find details about returning your equipment, keeping your On Demand purchases and Xfinity Mobile service, and more.

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Cancellation details

Last day of service:

Services being disconnected: XFINITY

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After cancelling they even made me pay for the next month(??)I was like ok whatever, just in case I guess if I don't get the new service from atnt working, so I pay it.

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Thanks for your payment

Your automatic payment was processed successfully.

Here are the details:

Account number: Ending in ----

Payment amount: $51.41

Payment date: 02/10/2026

Bank account number: Ending in ----

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Now, 2 months later- THEY SEND ME A LETTER saying I have outstanding balance, despite the fact i cancelled 2 months ago and had been on auto pay the whole time.

In essence, they basically charged me 70 dollars to CANCEL the service, despite not using it since Feb 6.

If I go to the live chat, they say I cannot connect to a real person because my account is deactivated.

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XfinityAmandaB

Official Employee

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3.1K Messages

22 days ago

Noan, thank you so much for stopping in for help with these billing notices for your closed account. That is odd for sure, and I would be reaching out for help if I had billing after my account was closed. Depending on when the disconnect date is set up, it is pretty normal for a payment to come out after the disconnect date, and on your last bill, it would credit back the unused time after the disconnect date. That can take around 10 days to process from the disconnect date.

We did have contract agreements in the past that would apply a $10.00 a month fee for ending your agreement early. We do still provide access to your PDF bills online. Did you by chance review your last bills to see what is showing there?

A few notes: the billing period is listed in the top right-hand corner of each page.
Page 3 would show a breakdown of any charges or adjustments.

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Noan

Visitor

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7 Messages

Hi, please see these screenshots

https://ibb.co/Y4jLy3Zb

https://ibb.co/5WQ6gx6G

It does not make sense why they are adding another charge in March AFTER I fully paid and cancelled in February. These kinds of issues are why I keep leaving Xfinity. You guys pull me in with a deal, then screw me over just 2 months in with constant disconnects and outages.

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22 days ago

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XfinityAmandaB

Official Employee

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3.1K Messages

Noan , thank you for those screenshots. I want to make sure you can see what is going on, not just a total. To tell you more about the charges, I would need to see the information on the PDF bill as mentioned. The Summary does not show the time frames or details for the charges, only a total. I would recommend clicking the purple Statement PDF link below your total to see the full details. Or you can go down to where it says statement history to see all the past bills, where you can review the dates if needed. Are you able to view the PDF details when you click the link?

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22 days ago

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Noan

Visitor

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7 Messages

[Edited: "Personal Information"]

[Edited: "Personal Information"]

I see the PDF. I see the charges, I AM DISPUTING them. Because I already paid in advance in February and stopped using it since. Why are you double charging me for months I did not even use the service, escalate this to your manager or whatever. I'm not paying.

Regards

(edited)

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22 days ago

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XfinitySean

Official Employee

•

649 Messages

Those screenshots definitely help, Noan! The one thing that stands out is you mentioned you returned your equipment on February 6th, but it looks like we only removed the charges from February 28th forward, so something may have gone wrong when the disconnect order was placed. We can look over the account to confirm the dates and ensure you aren't charged for the time the service wasn't in use! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in!

Here are 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

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

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22 days ago

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Noan

Visitor

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7 Messages

As I said before, I cannot send you direct message because I'm blocked from sending - AS MY "ACCOUNT/SERVICE IS DISCONNECTED"

SO I CANNOT USE THE CHAT NOR THE DIRECT MESSAGE FEATURE.

it's literally blocking me from pressing the button, I had to spam refresh to even click on it once before the JavaScript disabled it- then I get a rate limiting error after I click send after drafting my message. [Edited: "Profanity"]

(edited)

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22 days ago

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Customer Service

Noan

I'm being billed 2 months after I cancelled.

XfinityAmandaB

Noan

XfinityAmandaB

Noan

XfinitySean

Noan

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