Visitor
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1 Message
Xfinity Won’t Cancel my Account.
I called on April 27, 2025 to cancel my Xfinity subscription. The operator assured me that we will not receive another billing cycle and to turn off my automatic payments. He assured me that our last day of service would be May 21, 2025. I returned the equipment, but to my surprise the Xfinity store employee informed me that my service had not been canceled yet and that I needed to call. I had already done this. So I called Xfinity back, this time the operator told me there was no record of my previous call. I explained the situation to him and was again assured that this would be taken care of. I now have two months of Xfinity bills putting my Xfinity into a negative balance. I am absolutely disappointed and disgusted by Xfinity’s lack of customer support. I was assured multiple times that my account would be closed and I would get refunded to that negative balance since I was previously promised that I would not be getting any more service charges after my phone call on April 27, 2025. The second time I called as well, he told me there was no record of our first call so I was sure to get a confirmation number for my second attempt canceling. Confirmation number for call:
1001870264152060. This is completely unacceptable, and it should not be this hard to 1. get into contact with a human being representative at Xfinity and 2. cancel a subscription service since I completely moved out of Xfinity’s service areas. As of right now, I would honestly steer people away from Xfinity because of the inconvenience this has brought on to me. Please cancel my account and fix this. I have not used Xfinity services since the second week of May 2025 and was promised to not be charged for anything after April 27, 2025.
XfinityJamesC
Official Employee
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2.5K Messages
4 months ago
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.
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user_yxniya
Visitor
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1 Message
3 months ago
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
(edited)
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user_2df26j
Visitor
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1 Message
3 months ago
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.
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user_zvs1z0
Visitor
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1 Message
2 months ago
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.
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user_k4r9tj
Visitor
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1 Message
5 hours ago
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.
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