Billing issue after move abroad – unable to cancel due to phone verification

Hi everyone,

I’m hoping someone from Xfinity or the community can help me sort this out, because I’m stuck in a loop.

I moved out of my apartment in Washington, DC in August 2025 and have not used my Xfinity internet service since then. I removed autopay months ago so I wouldn’t keep getting charged, and I’ve tried multiple times to cancel the service through the only channel Xfinity seems to offer: the online chat.

Every time I chat with an agent, they tell me that the cancellation must be confirmed via a phone call with voice verification. Here’s the problem: I no longer live in the U.S., and my U.S. Mint Mobile line does not receive calls or SMS internationally. Because of this, Xfinity has never been able to reach me to “confirm” the cancellation, even though I’ve repeatedly requested it.

I was told more than once in chat that I wouldn’t be charged since the service hasn’t been used since August 2025. However, my account is now showing a balance of $250, which makes no sense given that:

• I moved out in August 2025

• The service has not been used since then

• I have actively tried to cancel multiple times

At this point, I just want:

1. The service fully canceled, and

2. The balance corrected to $0, since these charges are clearly the result of a cancellation process I cannot complete due to Xfinity’s phone-only verification requirement.

If anyone from Xfinity is here: I’m happy to verify my identity by any method other than a phone call or SMS (email, account info, security questions, whatever). I just need a way to close this account without being penalized for living abroad.

Thanks in advance for any help or guidance.