Xfinity Won’t Cancel my Account.

Greetings, @rlmurphy! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with this cancellation request, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am going through the same issue accept mine is for a line that I didn’t ask for.  2 years ago I upgraded my phone and the customer services rep added another line to my account that I didn’t ask for.  I thought the line had something to do with my Apple Watch but it didn’t.  Back in May I canceled my Xfinity Mobile services when I transferred my number to another service provider which was [Edited: Language] btw.  However, I’ve still been receiving a bill to which I notice I was being charged for that additional line that I never used and never asked for.  I contacted Xfinity to which they claimed to submit this issue to the Fraud department but it’s been almost a month with no resolution.  I’m sorry but these practices cannot be legal and are extremely deceptive.  Please cancel this account and refund me back my money.  I did not ask for a second phone line to be added to my account

Unfortunately, I am in the middle of experiencing something very similar!! 

On Saturday afternoon, I returned my equipment to an Xfinity store and requested to cancel all of my services. The employee I spoke with assured me the equipment would be scanned in and that I would receive an email confirmation with details about the cancellation.

Unfortunately, that email never came.

I called the next day and was told it typically takes 24 hours to receive the confirmation. I waited patiently, but after 48 hours, I still had no communication. Over the course of several calls, I spoke with three different representatives. One finally confirmed that my services had been cancelled and provided me with a confirmation number: 1002216703382075

Despite all of this, I woke up today to find I was still charged the full monthly service fee for services I had already cancelled, with equipment I no longer have.

This experience has been incredibly frustrating, and it’s unacceptable to be charged for services that were supposed to be cancelled, especially after being told multiple times that the process was complete.

I sincerely hope Xfinity will take steps to improve the clarity and reliability of their cancellation process. Customers deserve transparency, consistency, and follow-through.

I am currently going through the exact same thing. I cancelled my account by phone after a scheduled call back with an agent on July 31, 2025. I was still billed for August, after which I tried to resolve the issue with an agent via text, who assured me they would cancel my account and refund my lost money. Today I got another notice that my account would be billed for October. I'm on the phone with an agent now who says there is no record of my callback for cancellation. I really hope this call works, but I'm at a loss of what to do moving forward if it does not. I will certainly never use Xfinity again. 

I am still being billed for an old account they closed to "put me in a better plan" with a new account  back in 2023! THey surely opened a new account but they did not cancel the old account so was billed me twice every month for the same location... HERE IS THE KEY. NO matter what they say (even the guys at the store) say  that they've canceled your account, BE SURE BEFORE you ask them, to REMOVE YOUR AUTOPAY AND CREDIT CARD from your account. Then they cant criminally bill your credit card... and you can wait for the "billing cycles blah blah excuses to churn out.... and pay the final paper bill WHEN all the charges are correct.  ALWAYS GET A CANCELLATION CONFIRMATION NUMBER since their CS does not communicate with the store staff. Comcast is a stinkin nightmare. I am moving to a place where they supply internet and the CS rep spent an hour BSing and utterly NOT HEARING that I needed to cancel..."add mobile? better pakage/" NO CANSEL, "trust me to help you with a new plan" NO I WANT TO CANCEL, "Ok hold on (4 mins) OK I found a plan for you"  NO I WANT TO CANCEL. Finally I hung up.  TIP when trying to make an appt at store dont hit "current customer" as then they automatically send you to the guy above who will simply not let you cancel. Say you are a new customer and in notes say you want to cancel. THen you will get and actual appt at the store. Xfinity is legalized crime. If you can subscribe online you should be able to cancel online. I cant wait for the class action lawsuit to come from all the other folks who have extorted by comcast. Choose another provider if you can.

I am also experiencing the same issue. Xfinity's process for handling account cancellation/closure is a quite incredible method of fraud. I called September 8th to cancel my internet/any other plan as I had to find another provider due to Xfinity being unable to schedule an install within a week. According to their website we had proof that our new address would not require an install, which turned out to be untrue and an "anomaly" according to my call rep. When on the line, I explicitly stated that I would like "any and all Xfinity accounts attached to my name and card to be be canceled and removed from auto-pay". I was assured this was completed.

Imagine my surprise when I was billed for Xfinity Mobile, something that was offered but never activated in their call rep's desperate attempt to provide me a hotspot while I was supposed to wait almost 10 days for an install. I called them again and over the course of 90 MINUTES, I spoke with 3 people. All of them saying that I don't have an account, all saying that they have record of my cancellation, and somehow all saying that THERE WAS NO WAY TO REMOVE MY CARD. I can't remove my card using the app or website because I "don't have an account" and was billed today for a service that I never used and activated. The call rep told me to (and I'm not joking) "just trust him and know that I wouldn't be charged anymore".

It [Edited: "Language"] because you know the company is terrible and that their staff are supposed to follow this intentionally confusing and misleading conversation points to continue having you in this place of limbo when ending service. Xfinity/Comcast is a terrible and predatory company, both as a customer and now an ex-customer. I will be disputing this with my bank and may even need to get a new card/updated account to no longer be charged by this terrible negligent company.

I've tried canceling my account 3 times and they wont let me. They just tell me they will adjust where they messed up and have someone come out to fix, but its been goinf on 6 months and im just done. I want it cancelled but I dont want it going against my credit because they wont let me.

I have tried to cancel my XFinity  services on September 22, September 24, October 6, November 3. They will not cancel my account. They continue to send me bills. They continue to say that I will receive a cancellation email in 24-48 hours, but I never do. Pure fraud.