Visitor
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1 Message
Still getting charged after service pause request
On May 3rd, 2025 a microburst hit my home along with 8 50-60ft tall pine trees.. The house has no power or cable connected to the house because of it. We are displaced from the home and have been since May 4th. I requested an agent to pause my service at my home because we cannot use it.. obviously.. the house is LITERALLY CONDEMNED. And yet.. I'm still being charged $115/month.. so that is.. $500 for a service that I have not received.. and I have requested a pause of service until we get back into the house. The repairs will take up to a year to complete. I have tried to get in touch with a live agent but the online service and the auto-prompt are not helpful in the slightest. I need an agent to please pause my service and I want a refund for not receiving any services. I'm already paying for services at my temporary apartment through Xfinity.. although I don't know why I'm doing it because the customer service is atrocious.. and it feels pretty disgusting to be paying double for a service I cannot use at both locations. Please fix this. I want my service paused at my home residence that is condemned and I want a refund for the services not received for almost 5 months at this point.
EG
Expert
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113.1K Messages
4 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMartyR
Official Employee
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2.5K Messages
4 days ago
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XfinityDena
Official Employee
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3.6K Messages
3 days ago
Thank you for working with us to address your account @nukejake704. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy week!
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