Hello @user_auf3mr and thank you for posting your concern on our Xfinity Community forums. 😀
When you cancel services, it takes up to 10 days for the cancellation order to complete in our system. It can take 1-2 billing cycles for your balance to update depending on when the most recent statement was generated.
As an example, if you cancelled on the 8th, the cancellation order would complete by the 18th. If a billing statement generated 'between' the 8th and the 18th, your Xfinity App or account may show the full balance.
Once the cancellation order completes on the system, prorations would then kick in on your billing on the back end, but your app or online account statement would not update until the next bill would normally generate.
We can take a closer look at this if you'd like. Simply send us a Direct Message* with your full name and service address (I've included some handy instructions below on how to do that.)
Once we have your account verified, we can review your billing with you along with the timeline to ensure you fully understand what to expect.
How to Send Us a Direct Message*: (*Note: Never send a direct message to us unless requested by us.)
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
XfinityCliff
Official Employee
•
172 Messages
5 hours ago
Hello @user_auf3mr and thank you for posting your concern on our Xfinity Community forums. 😀
When you cancel services, it takes up to 10 days for the cancellation order to complete in our system. It can take 1-2 billing cycles for your balance to update depending on when the most recent statement was generated.
As an example, if you cancelled on the 8th, the cancellation order would complete by the 18th. If a billing statement generated 'between' the 8th and the 18th, your Xfinity App or account may show the full balance.
Once the cancellation order completes on the system, prorations would then kick in on your billing on the back end, but your app or online account statement would not update until the next bill would normally generate.
We can take a closer look at this if you'd like. Simply send us a Direct Message* with your full name and service address (I've included some handy instructions below on how to do that.)
Once we have your account verified, we can review your billing with you along with the timeline to ensure you fully understand what to expect.
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…
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