Continued to be billed after account canceled

Good evening, user_gwc38m! I am sorry to hear that you closed your account. We hope to see you back again someday! 

Sometimes an automatic payment comes out one last time before an account closes. This can happen depending on your automatic payment date and the account closing in our systems fully. Your final bill is sent by USPS mail and will have the billing corrections on it from the change and show any refund that is due. 

Refunds are issued in 60-90 days after closing the account. We try to put that back on the payment method on file used to make the most recent payment. If that is not possible, we send an email instead asking which how you would like to receive the refund. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• 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

@XfinityRay​ 

Thank you for your response. Three key comments:

1. I closed my account on February 23. You still tried to make a second auto payment on March 20. That’s almost a month later. Your systems are pretty outdated if you can’t correct within that timeframe.  If you try to bill for services from an account that was closed nearly a month later, I consider that stealing. 

2. If it takes your system 2 to 3 months to finalize a balance, this is another example of how outdated your systems are. And this is incomplete contradiction to what two separate customer service representatives told me about the refund for the first auto payment in late February/early March after I closed the account. That one I sort of understood because it was already in process. I say “sort of” because it was about 10+ days between when I closed my account and when the payment processed.

3. Excluding this chat, I have already contacted Xfinity three times. The first time when I closed the account and told them not to continue billing me, and two additional times as a follow up to try to correct the issue and receive the refund for the first auto payment as explained to me and in the timeframe provided to me. I will not be contacting them again, you may do that if you wish. And including this chat, I’ve contacted Xfinity four times.

These are typical examples of why I am now no longer an Xfinity customer- with no plans to ever come back.

Because I am in the IT/computer business, I have been asked recently by at least 10 people who I recommend for internet service. My immediate response is not Comcast/Xfinity. And in turn, who knows how many people they have passed that message on to, and so on.

user_gwc38m I greatly appreciate your feedback. Without seeing the account directly we can offer general expectations for the process of closing the account and the refunds being processed. There are also potential delays due to outstanding equipment if you happened to lease a modem, cable or streaming box that has not been returned. 

Knowing that your account was closed on 2/23, that is telling me that the charges would have stopped on the 23rd, however the account may not have been closed until 10 days later as the account remains active in case there is a need to cancel the cancellation. If you think this seems like a bad system personally I agree with you, however there have been many times that I have worked with customers who have needed to postpone the cancellation due to delays in moving or their new services being connected and having this grace period set have been beneficial. 

I am thinking that is what happened in this case and caused this confusion and invalid charges. 

I know you have communicated with us 4 times now, and it should not take that many contacts to simply figure out the issue and have it corrected. As a customer I would expect it to be done with my initial contact and no additional follow up would be needed.

Reading how frustrating this has been I would love the opportunity to ensure this is the last time you need to contact Xfinity and provide you with the specifics on the account and refund details. Please send us a direct message with your name and service address. Our team is well versed in these situations and I assure you we will be the final contact you will need to make. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am not renting any equipment, or any similar residual item existed or exists. 

I went through the Support as you indicated and also have been working through Xfinity assistant and chat once again. I’m getting completely too different amounts owed that absolutely make no sense. And at least one of them I believe there is a chargeback fee for trying to make a standard monthly charge in March close to a month after I had close account. Xfinity is a three ringed circus at best!