Visitor
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1 Message
Paused account but still being charged
I paused my account while I was moving. There is a two month window between when I move out of one place and into the other. So I was told my account was paused. I was charged anyways. I tried calling but no one answered. I have messaged THREE different people using the texting option. I was explicitly told I would be refunded later.
however, I have still not been refunded AND I was just charged for another month. My account is supposed to be paused.
XfinityFrank
Official Employee
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2.4K Messages
11 hours ago
Hi there, @user_qggldi. Thanks for reaching out to us here on the Community Forum. Are you referring to putting your account in vacation mode? That would be the only way to "pause" an account, however there are still charges involved for keeping the service active. We do not have a feature to "pause" service specifically for a move. There would normally be a disconnect and then a transfer when you were ready to resume. Could you elaborate?
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