direct message

I cancelled my Xfinity account by phone on a recorded line on January 15 at 7.41am ET. During that call, your agent told me I had to pay the outstanding balance of $110 before the account could be closed. I paid that amount immediately.

Despite following your instructions, the account was not closed, and Xfinity continued billing me for months after my cancellation request. These charges were generated after cancellation and are not valid. This has now resulted in an incorrect collection account being reported on my credit file.

I am formally requesting the following corrections:

1. Backdated cancellation to the date I called and paid the balance

2. Full billing correction for all charges generated after cancellation

3. Zeroing out the wrongful balance

4. Immediate recall of the debt from the collection agency

5. Removal of the negative credit reporting from all bureausI can be reached on [Edited: "Personal Information"] or [Edited: "Personal Information"]Thank you

Hello user_1q5umr thanks so much for taking the time to reach out here via our Xfinity Forums! This absolutely is never the experience we'd want for you as a customer, and we will do all we can to clear things up and assist in ensuring the Xfinity services are fully closed. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.