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user_bwv197
1st Topic

Visitor

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1 Message

Tuesday, June 9th, 2026 11:19 PM

URGENT- Reporting to better business bureau

Hi,

I am requesting that my Xfinity account be permanently canceled. I have been told multiple times that the account has been closed, yet I continue to receive payment requests and communications regarding the account.

Unfortunately, I am unable to return the equipment because it was stolen. I am willing to pay any applicable charges necessary to resolve this matter, but I need confirmation that my account has been fully closed and that I will no longer be billed or contacted as a customer.

This has been an extremely frustrating experience, and I would appreciate your prompt assistance in resolving it once and for all. If this issue cannot be resolved immediately, I will need to consider filing a formal complaint with the appropriate consumer protection agencies.

Please confirm in writing that my account has been canceled and that any remaining balance or equipment charges have been addressed.

Thank you,

[Edited: "Personal Information"]

Question

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Updated 

1 hour ago

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XfinityChristy

Official Employee

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2.8K Messages

1 hour ago

 

user_bwv197 Thank you for reaching out via our Xfinity Community Forums. I’m really sorry you’ve had to go through this. I can completely understand how frustrating it is to keep getting billed and contacted after being told the account was already closed. That’s definitely not the experience we want for you. I’d like to help get this fully resolved so you have clear confirmation that everything is closed out correctly and no further billing or communication continues. Please send our team a direct message with your full name and address. 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 "Start new conversation" (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

 
Once I have that, I’ll take a closer look and make sure we get a final resolution in place, including reviewing any remaining balance or equipment charges. I appreciate you sticking with this and giving us the chance to make it right.

 

 

 

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