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Xfinity Refusing to Let Me Cancel Without a Phone Call
After several years as an Xfinity customer, I have decided to cancel my Internet service due to my rate continuing to increase while significantly lower rates are offered to new customers.
My service was originally $35/month, increased to $56/month, and is now scheduled to increase to approximately $97/month next month. Adding to the frustration, I was also promised a $60 account credit on two separate occasions recently by Xfinity representatives, neither of which ever appeared. I am not requesting those credits at this point — I mention this simply as additional context regarding my recent customer service experience.
Tonight I contacted Xfinity through live chat and clearly requested cancellation effective 8/21. I told the agent that I would not be making a phone call and asked what other cancellation options were available.
The agent responded:
“Then this is the only option.”
The agent then stated:
“We need a verbal confirmation to cancel the service.”
I have attached a screenshot of the conversation documenting these statements.
This is especially concerning because Xfinity representatives on this very forum have assisted other customers with cancelling their service electronically without requiring a telephone call. Telling a customer that calling is the “only option” when other cancellation methods exist is simply not accurate.
When I reiterated that I would not call, the agent attempted to arrange a callback instead, despite my request to handle the cancellation electronically.
I am not looking for another promotion, retention offer, or the previously promised credits. I simply want my Xfinity Internet service cancelled effective 8/21 without being forced to make or receive a telephone call.
Can an Xfinity representative here please assist with processing my cancellation electronically and provide written confirmation of the effective cancellation date? My account does not show the "DM" option, and I do not have this disabled in my settings.
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Official Solution
XfinityAirelle
Official Employee
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3.4K Messages
3 hours ago
@nickm1 Thank you for working with us. We were able to process your cancellation request and you are all set! In the event you need assistance in the future, we ask that you please create a new post. We thanky ou for your business and hope you take care. Bye for now!
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XfinityAirelle
Official Employee
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3.4K Messages
4 hours ago
We completely understand why this experience was frustrating, especially after you clearly explained that you wanted to handle the cancellation electronically and did not want a phone call.
Our team can assist with reviewing and processing your cancellation request without requiring you to call us. Since cancelling service requires us to access and verify your account, we will need to move the account-specific portion of the conversation into a private message before we can complete the request.
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