Is this a comcast number? [Edit]

I got the call after scheduling a call to talk about cancellation. They asked for my OTP which xfinity typically asks not to share so I was concerned. 
they took off a loyalty discount and discontinued my autopayment.

 I asked them to schedule cancellation for a couple of days later and i didnt get a confirmation email rather the email with the changes above

That doesn't sound out of the ordinary necessarily. Turning off the automatic payment would prevent a balance from being drafted before your final bill prints. The loyalty discount is contingent on keeping your plan and services, so that would make sense as well. 

You can always turn your automatic payment back on using the Xfinity app and confirm the status of the account if the scheduled date has already passed as well. 

@XfinityAmandaB​ i understand that. The concern i had was that all of this was for a cancellation and there was no mention of that, just these changes. Along with getting a call from a number that isnt used by xfinity asking an OTP, all seemed too fishy. Is this usually how this process works? 

@user_cgndg2

Great question, when you fill out the form to request to have your services cancelled the service  representative does need to call you and how we authenticate the account is generally we send you a text or an e-mail to your information you have listed on file that gives you a code to get back to us. In some cases we could have you give us your account number or verify the last four digits of the payment methods you have on file. This is all done for security purposes.

Depending on your billing date you may have already been billed for the month in advance since we do bill ahead for the services. But within two to three weeks of your cancellation date you'll get a final readjusted bill that shows the days you are billed for. If you have been overbilled,  within 30 days you will receive a refund for the days that you were overcharged for. This link https://www.xfinity.com/support/articles/refunds-from-xfinity has great information on what to expect.

I'll be happy to double check everything for you to make sure the cancellation is set up and get the proper expectations set up for you on how our billing system works and everything you need to know for cancelling your services. Go ahead and send me a direct message including your first and last name and your complete service address

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• 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