Visitor
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1 Message
Being charged for Mobile Service even after cancelling the service
On around 07/01/2025, I called customer care and suspended my mobile service. My 1 and only line stopped working completely on the same day. On 07/15/2025, I was charged full amount for my mobile service.
On 07/31/2025, I called customer care and cancelled my mobile service completely (I never un-suspended my line from 07/01/2025). On 08/14/2025, I was charged full amount for my mobile service again.
On 07/31/2025 call, I also asked about July charges, to my surprise, as per customer care rep, there are no charges on 07/15/2025. I could see my credit card bill and also bill in Xfinity app itself. But as per rep, there is no such mention. I also tried sharing my payment confirmation number from Xfinity app transactions, and I was cut-off in middle as rep wasn't sure what I am even referring here.
My app is showing me that I am planned to bill for full amount on 09/14/2025 again. What for?? My mobile device is not working from 07/01/2025. Why should I be charged total amount in September as well?
I am planning to visit a store now. But have my hopes very low. This is such a scam. Takes 20+ minutes to reach a actual human in customer care, virtual chat is almost rudimentary and customer is being charged without any explanation.
There is no way to cancel this? [Edited: Language], I am not sure what to do here.
XfinityQuemekia
Official Employee
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452 Messages
4 days ago
Hello @SandyCust thanks for taking the time to reach out. It's absolutely understandable that you're feeling frustrated and even angry about being billed for a service you believe was canceled and isn't working. I'd be feeling the same way if I was in your shoes! We want to help you get to the bottom of it. Let us know if you were able to make it to one of our Xfinity stores, or if you are still needing assistance.
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