Visitor
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4 Messages
Just Got Off the Phone with Customer Support and Getting Ready to File a Notice of Dispute
Good morning.
I cancelled all services with Xfinity a week ago. This morning, I received a bill due at the end of the month for a month that I will not have services for. This is obviously an error on Xfinity's part. And I believed it would be easy to resolve. So I contacted Customer Support and spoke with a frontline who told me I was not the Authorized User for my account. False. I am listed on the account, I am a platinum member and have dutifully paid my bills for over six years. When I login online, all of the information listed is my information, including my former address. Nevertheless, the support person tells me that I will not need to pay the bill I just received an email for. I - very reasonably requested that Xfinity notify me by writing, and I would be on my way. Customer Support frontline said they could not do that, so I asked to speak to a manager in the hopes they could instead.
Frontline repeatedly tried to dissuade me from that course of action, but eventually got a manager to speak to me on the phone, who confirmed that I am the Authorized User on the account, that I would not need to pay this bill, and that I received the bill because the cancellation is still pending. How is that possible? I did not say that, but I was thinking it, given how much time has passed. So again I asked if I could receive that assertion in writing, respectfully indicating that I would not be comfortable proceeding on not paying a bill based on an oral assertion because that could result in further charges, etc. The Manager told me this was not possible.
With all due respect, this is unacceptable. If Customer Service is to be believed - which I am not sure I do given that they boofed the Authorized User issue - then Xfinity sent a bill for services that were never going to be rendered. I left my cancellation call pleasantly surprised by how helpful and smooth the operator was at cancelling services and wishing me well on my move. On thanking me for being a platinum member for so many years. And yet, I have now spent two hours of my time trying to resolve an issue that Xfinity caused and Xfinity should have to pay for. I would have happily returned to Xfinity if I was in an area for it, but now I will never return to Xfinity because they are failing to timely cancel my service and it is resulting in bills being sent.
What other option do I have but to file a Notice of Dispute?
XfinityAirelle
Official Employee
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3.2K Messages
6 hours ago
Good morning, and thank you for taking the time to lay all of this out. We can absolutely see why this would be frustrating, especially after you already completed the cancellation and were expecting everything to be wrapped up cleanly.
What you’re seeing with that bill is typically tied to timing. When services are canceled, the account can still generate a statement if the billing cycle has already started or if the final disconnect hasn’t fully completed in the system yet. That said, you should only be responsible for charges up to the date your services were active, not for a full month you won’t be using.
We also want to acknowledge the experience you had trying to get this confirmed. Wanting something in writing is completely reasonable, and we understand why being told that wasn’t possible didn’t sit right, especially after the confusion around your authorized user status.
Let’s take the guesswork out of this and get you a clear answer. We’d like to review your account directly to confirm the cancellation date, make sure billing is aligned correctly, and ensure any final statement reflects only what’s actually owed. If there’s anything that needs to be adjusted, we’ll take care of it.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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