Why is Cancelling so DIFFICULT?!

I spent 30 minutes on the phone with Xfinity yesterday, September 2, 2026, specifically to cancel our service. The representative had significant difficulty understanding my questions, but ultimately assured me that our service had been canceled effective September 2. Today, our account still shows that the service is active.

The representative also failed to provide clear instructions for returning the Xfinity router. He repeatedly told me to “just drop it off at UPS.” When I asked whether Xfinity provides a return label or whether I was responsible for purchasing one, he said it was the “customer’s responsibility.” When I asked for the return address, he again said to take it to UPS and that UPS would send it to Xfinity.

I have had enough. I will not spend another 30 minutes fighting with an automated system just to reach another representative who may or may not resolve the issue.

I need an Xfinity representative to do the following:

1. Confirm in writing that our service is officially canceled effective September 2, 2026.

2. Provide a cancellation confirmation number.

3. Confirm that we will not be charged for service after September 2.

4. Confirm exactly which equipment must be returned.

5. Provide accurate return instructions and confirm that we will not be responsible for shipping costs.

6. Confirm how and when the returned equipment will be removed from our account.

Please resolve this through the forum and provide written confirmation. I am not interested in troubleshooting, promotional offers, or retention attempts. I am requesting cancellation and clear equipment-return instructions.