Hello, @user_rgqmbi! Thanks for reaching out to the community. I can certainly understand how frustrating it is to see a charge on your bill after you've cancelled the service and paid off your device. To help look into this and provide more specific guidance, could you let us know when you officially cancelled the service? Depending on the timing of your cancellation relative to your billing cycle, final billing can sometimes include:
- Prorated charges or remaining balances from the final partial billing period prior to cancellation.
- Timing lags where a bill was already generated before the cancellation request fully processed in the system.
Once we have a bit more context on the dates, our team of fellow experts here can help point you in the right direction!
I cancelled my mobile, I want to pay off my device. when I select device, make a payment, system says my account is deactivated; please apply payoff to my cc on file
@user_rgqmbi - Thanks for clarifying! When an Xfinity Mobile line is cancelled, self-service online payments for remaining device balances are typically disabled because the account status changes to deactivated, which triggers that system message you saw. Here is what happens with that remaining balance and how to take care of it:
Automatic Final Billing:
Once the service is fully cancelled, any remaining device balance automatically accelerates and will be billed to the credit or debit card on file during your next regular billing cycle statement.
Immediate Payoff:
If you prefer to settle the balance right away rather than waiting for the automatic billing cycle, I recommend trying to make that payment via the Xfinity Assistant, HERE.
If you'd like us to take a look at your account details directly to confirm the balance and billing date, please feel free to send us a direct message! Here's how:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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 as Best Answer.
XfinitySara
Official Employee
•
3K Messages
6 hours ago
Hello, @user_rgqmbi! Thanks for reaching out to the community. I can certainly understand how frustrating it is to see a charge on your bill after you've cancelled the service and paid off your device. To help look into this and provide more specific guidance, could you let us know when you officially cancelled the service? Depending on the timing of your cancellation relative to your billing cycle, final billing can sometimes include:
- Prorated charges or remaining balances from the final partial billing period prior to cancellation.
- Timing lags where a bill was already generated before the cancellation request fully processed in the system.
Once we have a bit more context on the dates, our team of fellow experts here can help point you in the right direction!
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