Visitor
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2 Messages
Urgent: Disputed Service Cancellation and Billing Issue
I am writing to express my frustration regarding my service cancellation. I called on April 14, 2026, to request the cancellation effective April 15. However, when my friend attempted to return the modem on April 16, the store staff claimed the account was still active.
This has caused me significant inconvenience, as my friend made a special trip that resulted in a wasted effort. Furthermore, I want to make it clear that I refuse to be charged for any days after April 15, as the delay was due to your company's failure to process my request.
Please confirm immediately that my service has been terminated and ensure that no additional fees will be applied to my final bill.
XfinityMatthew
Official Employee
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1.8K Messages
23 days ago
Hello @user_1dadd6 Sorry to hear that the cancellation request was not processed as intended. We'd be happy to check out the account and make the correct changes and backdating for you. Please send us a direct message with your full name and service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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