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user_0fbpk1
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Thursday, May 16th, 2024 5:10 AM

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Xfinity Won't Cancel My Account

Bad times for me, and I can no longer afford alot of things. So Xfinity will not cancel my account. I've called multiple times and chat multiple times. The chat  will give me a number to call, and I do. Then the person on the phone will tell me they canceled the account. But they didn't, because I'm still being charge. I simply can't afford it anymore, but Xfinity will not cancel my account.

I will just stop paying for xfinity, and hurt my credit score. Xfinity will not help me cancel my account. They always give me the run around, and nothing happens. I wish I can report them to someone. I just can't afford it anymore.

Question

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Updated 

1 year ago

150

3

0

XfinityBradM

Official Employee

 • 

915 Messages

1 year ago

Hey there, @user_0fbpk1. Our team can definitely assist with making changes to your Xfinity account. We understand there are times where you simply need to make a change to fit in line with your budget. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

0

0

user_8bvab9

4 Messages

1 year ago

The same thing is happening to me and I've been a customer for over 20 years. I have my caller id showing the HOURS I've spent trying to lower my plan. I've been hoodwinked so many times by their "customer service" that it should be against the law. I'm starting to believe that they contracted out their customer service and the company gets paid by retention. I've never felt so helpless with a company that is holding my credit score hostage. 

5

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XfinityMarcus

Official Employee

 • 

1.5K Messages

user_8bvab9 thank you for using the Community Forums page to reach out to us today. This is never the level of experience we wish for our valued customers to have. I would be more than happy to look into your account concerns and assist you with finding the right plan option for your needs. How long has it been since you last spoke with someone regarding your account? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_8bvab9

4 Messages

About two hours ago. 

1 year ago

0

XfinityBenny

Official Employee

 • 

790 Messages

@user_8bvab9 Thanks. Would you like to have us to check for promotions that are available for your account? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_8bvab9

4 Messages

It's more than that, I've been trying to change my plan to something more affordable ($150 to less than $50) and haven't been able to...for months! How would you like to handle the difference? 

1 year ago

0

XfinityMarcus

Official Employee

 • 

1.5K Messages

user_8bvab9 Great question, and the first thing we would need to do is get your account pulled up to take a look at your options. We will also have a few questions to help determine the best value to suit your needs. Can you send us a direct message with your full name and complete service address? 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. 
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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