Formal Complaint: Mobile Service Not Cancelled After Two Requests (In-Store and Phone)

Hello,

I am posting here because I have exhausted all traditional customer service channels without success. I have requested the cancellation of my mobile service twice—once via phone and once in person—yet the service remains active. I am turning to this forum specifically because neither the phone nor the in-person interactions left any traceable record for me, and both proved to be completely ineffective at resolving my issue.

Timeline of Events:

• March 7, 2026: I called Xfinity to cancel both my internet and mobile services. The internet was disconnected, but the mobile line was not, despite the representative’s verbal confirmation.

• April 20, 2026: I was charged for the mobile service I had already cancelled. I have not used this line since early March.

• May 3, 2026 (approx. 1:00 PM): I visited the Hillsdale Mall Xfinity Store in San Mateo. A representative named James assured me the mobile line would be terminated. No written confirmation was provided, and the issue remains unresolved.

• Today, May 10, 2026: My account still shows the mobile service as active, with a new pending charge of $70.

Communication Preference: Please do not attempt to contact me via the mobile number ending in -5648, as that line is inactive. Please reach out via the email associated with my forum account or the primary contact number on file.

I am requesting:

1. Immediate, retroactive termination of the mobile line (to March 7).

2. A full refund for the unauthorized April charge.

3. Cancellation of the currently pending $70 charge.

I need a written record of this resolution. I have my account number and service address ready to provide to an Official Employee via Direct Message (DM).

Thank you for your help.

Best regards,

Sara