Unable to Cancel Account After Full Payment — Phone System Disconnects

I’m trying to close/cancel my Xfinity account, but the process has been extremely difficult.

I paid the full balance today and received a payment confirmation. After that, I requested cancellation through Xfinity chat, but I was told cancellation could only be handled by Customer Service over the phone.

I then called 1-800-XFINITY as instructed, but the automated phone system disconnected due to a queue/technical issue before I could reach a representative.

This is very frustrating and is exactly why I prefer written communication through chat or email.

At this point, I need help with the following:

1. Complete cancellation/closure of my account.
2. Confirm my current balance is $0.00 after payment.
3. Confirm whether any equipment must be returned.
4. Provide written confirmation of cancellation and any final balance or equipment return instructions.

Can an official Xfinity employee please help provide a documented path to complete this cancellation?

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XfinityAngie

Official Employee

•

2.6K Messages

5 hours ago

user_d235lf, I am sorry to hear you have not had a great experience with our automated system. No worries, I can help.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” icon (upper right corner of this page).

• 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.

2

0

U

user_d235lf

Visitor

•

2 Messages

Hello Xfinity Support,

My full name is [Edited: "Personal Information"]
My service address is [Edited: "Personal Information"]

I have two Xfinity accounts associated with this address, so I want to make sure the correct account is reviewed.

The account I want to close/cancel is:

Account number: [Edited: "Personal Information"]

Please do not make any changes to my other Xfinity account at the same address.

I paid the full balance today:

Payment confirmation number: [Edited: "Personal Information"]
Amount paid: $255.71

Please help me complete cancellation/closure for this specific account only.

Please also confirm:

The current balance is $0.00 after payment.
Whether any equipment is listed on this account that must be returned.
The cancellation effective date.
Written confirmation of cancellation and any final balance or equipment return instructions.

Thank you.

(edited)

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5 hours ago

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XfinityAngie

Official Employee

•

2.6K Messages

user_d235lf, thanks so much for all the information. I do need you to send us a DM so that we can continue this in a private setting. Please follow these steps:

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” icon (upper right corner of this page).

• 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.

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5 hours ago

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Customer Service

user_d235lf

Unable to Cancel Account After Full Payment — Phone System Disconnects

XfinityAngie

user_d235lf

XfinityAngie

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