2 Messages
Account balance not updating after service cancellation
Hello, I canceled my internet service on October 10th, and afterward, I was informed that my final payment amount would be $11.49. However, my account balance is still showing $89.
On October 11th, I chatted with an agent who confirmed that the account balance adjustment was successful and that my account balance would be updated within 1-2 weeks. It has now been three weeks, and my account balance still shows $89, so I'm still waiting and unable to make the payment.
I would like to know why the update has not occurred and how much longer I should expect to wait. I'm concerned that leaving this issue unresolved may negatively impact my credit score due to the unpaid balance.
Thank you.
XfinityDena
Official Employee
•
3.6K Messages
11 months ago
If you are looking at your MyAccount, it goes off of the last statement balance not the current balance on the account. I would be happy to confirm what is going on @user_r3j2g1
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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