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tlp84
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04/04/2026 2:55 PM

Still getting billed after cancelling service

I supposedly cancelled my internet service on March 7. I was on the phone with 18889346489 for 14 minutes and at the end of the call was told my service was cancelled. I then received a late bill email towards the end of March and then a new bill yesterday for 2 months and late fees. I have not used any Xfinity services since February when tree damage from an ice storm knocked the line down. I had my own equipment so nothing to return. How do I get them to actually cancel? I removed my payment information and will not pay these bills since I haven't been using their service at all.

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3 hours ago

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XfinityGabriel

Official Employee

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3.5K Messages

5 months ago

 

tlp84,

Hi there. Thanks for taking the time out of your Saturday to reach out. I can understand why this would be upsetting, especially after you were told the service was canceled and you haven’t used it since February. I’m really sorry to learn about this experience and the frustration this has caused. Based on what you described, it sounds like the cancellation from March 7 may not have fully completed in the system, which can unfortunately result in continued billing and late fees even if service stopped. That’s not what should have happened, and we definitely want to get it corrected. We are the right expert team to help with this over social media. To resolve this, we’ll want to:

  • Confirm whether a cancellation order was completed or left pending
  • Backdate the disconnect to the correct date if appropriate
  • Remove any charges and late fees that shouldn’t have been billed
  • Ensure the account is fully closed so no future bills are generated

Since this involves account‑specific details, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message. Once we have that, we can review the call history, verify the cancellation request from March 7, and make sure the billing is corrected accordingly. I appreciate you taking the time to document this, and we’ll help make sure it’s properly resolved.

 

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user_q5nuzm

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2 Messages

I am having the same issue. I am on hold with a Xfinity customer service representative who is telling me that I still need to pay a bill for services I never had. I cancelled service on July 31. I was billed for August. I called on August 25th to ask why I received a bill if I cancelled on July 31. The agent said I would receive a credit and would correct my cancellation. I received another bill for September and a credit for services after August 25th rather than July 31. Today is September 7th. The agent is telling me I have to pay the August bill. I did not have any Xfinity services in August but he's saying I have to pay. He will not look into my conversations with Xinfity from July 31st when I worked with an agent for an hour to cancel services. 

What can I do? I need a credit for services that I did not have. 

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4 hours ago

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XfinityMatthew

Official Employee

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2.1K Messages

Hello @user_q5nuzm Thanks for reaching out. Sorry to hear you are continuing to be billed after requesting a cancellation. Let's take a look at the account and see what is going on. Please send usdirect message with your full name and service address and we can look into this for you.

 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "Start New Conversation" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 
How to: Direct messaging withing the forum.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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4 hours ago

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user_q5nuzm

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Thank you. I called again and was connected with another representative who was willing and able to help me. I will reach out if the credit doesn't post this week.

The first customer service representative I spoke with today was completely unhelpful and kept telling me that I have to pay despite not having service.  I was on the phone with him for over 30 minutes. He kept putting me on hold to then just tell me that I have to pay. I asked to speak with his supervisor or to transfer me to someone else at least 5 different times. He did not transfer me but kept putting me on hold. This was completely unacceptable.

On this forum, I read about multiple incidences by Xfinity customers desperate to have bills removed for services they requested to be cancelled. Their cancellations were not processed properly so they continued to receive bills. How can a company as large as Xfinity be stealing money from people? 

(edited)

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3 hours ago

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XfinityMatthew

Official Employee

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2.1K Messages

Glad to hear they were able to help. By all means reach back out to our team if anything was not fixed as promised. Enjoy the rest of your day!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 hours ago

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