Still billed by xfinity mobile after I've cancelled my services.

Ok, I have an update. @user_u454h8 and @user_xyx75d, I hope you both find this helpful.

As @XfinityChristy instructed, I sent direct message to the Xfinity support team. I provided the details they recommended (my full name, the name listed on the account (if different), the service address associated with my account, and any additional account information or reference numbers related to the charges). I also made sure to include specific details about what happened and what I wanted the resolution to be. About ten minutes later a support rep messaged me back, asked a clarifying question, and attempted to authenticate and pull up my account. Due to my irregular schedule, it was hard for me to respond in a timely manner where the authentication code didn't expire. Everytime I signed back on, I had a different support rep messaging me but fortunately they had the context needed to understand where we were at in the process.

After a few missed connections, one of the support reps realized that my issue was out of their scope and escalated my issue to Xfinity Mobile Executive Resolutions by opening a ticket. I requested the ticket number because I don't trust anyone and try to record as I can.  About 40 minutes later the support rep messaged me back with the ticket number and said that I would be receiving a call the next day.

The next day I received a call from the Xfinity Mobile Executive Resolutions agent. Because I was unable to take the call, they followed up by sending me an email with their office hours and phone number + extension. The email also included the ticket number in the subject line. After a few days, the agent and I were able to connect. At this point, they had done research on my account and was able to explain what had happened, verified my account was closed, and what I should expect from here.

They said that in May, I had attempted to deactivate my account. The customer service rep (that I talked to on the phone) created a request to deactivate it but for some reason the request was automatically cancelled (this could have been due to a server being updated or something). This is why I had gotten charged at the end of June and I received a new bill in July.  When I called in July about this issue, the customer service rep was finally able to deactivate my account. According to the agent, I was supposed to receive an email confirming the deactivation of my account but when I check my email, I don't see any correspondence about it.  This is why I continued to believe my account was active.

They were able to confirm that all of this was true and verified that my account really is closed. They also said that I received credits from the rep I spoke to in July, so there is a credit on my account and I should expect to hear from Xfinity in the next 60 days on how I will receive that credit.

I don't know what the chances are of the Xfinity IT team resolving the deeper issues are but I was able to distill it into two problems:

• Writes to their database somehow get lost and it seems to be a common issue. There needs to be some sort of strategy to detect these issues or implement a strategy that would recover lost writes. If anything, the support teams need to know this is a common problem and have documented steps to resolve the issue. This issue impacts real people who may not be able to afford to be charged endless bills because of Xfinity's own IT mistakes.
• Email correspondence is not reliable. There seems to be something wrong with the notification system for account changes or deactivations.  There needs to be some continuous testing involved to verify this system works. I received emails for many other things (bills, charges, follow-up from solutions agent) but not my account deactivation. Communication is important for users to understand what is going on with their account!

Ok, now for the people having issues. I'd recommend doing the following to get your problem looked at and hopefully resolved

1. Send a direct message the support team (refer to instructions from XfinityChristy). Stop calling the Xfinity support phone number. They are useless.
   
2. Make sure to include details of the issue to help them fully understand what is going on and what you hope to achieve (I told them what happened, when I was charged, how much I was charged and that I wanted a refund, my account to be deactivated, and to not be billed)
3. If the issue can’t be resolved through direct messaging, the support agent should open a ticket where a Xfinity Mobile Executive Resolutions representative will dig deeper into your issue. Make sure you get the ticket number for your records
4. From here you will be able to talk to a real person who has the power and authority to dig into your issue, explain what happened, and provide a resolution

TLDR; My issue was escalated to a Xfinity Mobile Executive Resolutions agent after I sent a direct message to support. They investigated and found that my initial deactivation request was automatically cancelled by Xfinity's system. The reason is unknown but could be due to a server update that made things go awry. When I called support the second time, the rep was able to deactivate my account but I did not know that it really happened because I never received an email notification. I have a credit on my account and Xfinity will reach out in the next 60 days to ask how I want to receive the credit.

I have had 3 calls on this, plus chat.  HOURS of my time and still getting billed.  If Xfinity doesn't fix this I'm going to file a complaint with the Better Business Bureau

After hours of dealing with customer service they removed both my lines but I`m still being charged over $200 for a pay by the gig line on old phones Ive had for years. There is absolute no point in trying to do anything on their website other than pay, upgrade or buy something. The collections people are just as bad. I will not give these people another dime of my money [Edited: "Soliciting"].