Visitor
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1 Message
Can ANYONE help?
On Jan. 21 I received a call that I had to request online (because your phone systems and contact methods for Xfinity internet services are atrocious) to cancel my internet service. While I've been a customer for nearly 3 years, I've never experienced the speeds I pay for, customer service has been non-existent and exhausting, and my local competitors offer higher speeds at HALF the rate; so it was time to make a smarter decision for my internet provider.
During that phone call, the agent confirmed the date I requested service to be stopped would be Feb. 15, 2026. We also discussed that despite several attempts to correct it, I've been getting billed $5/mo for a tv streaming box I never asked for, ordered, or even received. The agent was only able to offer me $115 credit, which I settled for to just be done with Xfinity (even though I was owed closer to $175.)
The agent said I wouldn't receive a bill for my Feb billing cycle as the credit would cover the $63.50 balance and that my January bill would also have the remaining credit applied.
Not surprisingly, another broken promise from Xfinity, as I was charged the full billing statement amount for Jan 2026, and now showing to still have a full amount due for Feb. as well.
So, I chatted inon 1/30 and was connected with Nadeem who validated all my concerns and assured me it would all be handled within 24 hours. That of course didn't happen.
I chatted back in today, attempting to resolve with agent Suraj, who eventually (after some begging) transferred me to Vishakha. Vishakha also assured me he'd correct these issues, but instead he just requested a call back from a different department and ended the chat prematurely.
When I did receive the call, the associate also said the date for my cancellation was submitted wrong by the retention department, which he corrected but could not correct any of my billing issues. Though he claimed he'd be transferring me to customer solutions, he transferred me instead to Diamond with internal securities.
Diamond gave me a number for customer solutions who waited for ages trying to get through to, was disconnected by a "supervisor" in retention TWICE, only to be offered a $20 credit and was told they wouldn't honor what the previous associate promised me at $115.
At this point, my time is worth way more than the $115 offered. I need solutions from someone who can actually SOLVE something.
At this point, my time is worth way more than the $115 offered. I need solutions from someone who can actually SOLVE something.
XfinityThomasA
Official Employee
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3.2K Messages
46 minutes ago
Hello, user_xqrkai. Thank you for sharing your concerns and for joining the Xfinity Forums community. You’ve definitely come to the right place for help, and I appreciate you taking the time to reach out. I understand how confusing and frustrating billing questions can be, and I want to help make sure we’re fully aligned. Each month, your bill generates with all applicable charges listed. If anything doesn’t look right, it’s really important to contact us as soon as possible so we can address it right away. Please keep in mind that billing disputes are limited to a three‑month adjustment period if an issue goes unnoticed beyond that timeframe. While we’re unable to offer credits for the time spent working toward a resolution, please know that our team is committed to supporting you and assisting in every way we can. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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
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EG
Expert
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115.8K Messages
35 minutes ago
Concern moved here to the Billing help section.
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