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Talk to an agent re wrong billing for a cancelled mobile service
Last November 2025, I contracted with Xfinity to provide internet and tv services on a monthly basis. We are seasonal residents in Florida and returned to Europe this May 2026. When agreeing the services to be provided, they offered a free mobile service for 2 months and then for a charge of $60+ pm afterwards.
Prior to returning to Europe, on 10th May, I had a telephone conversation with a helpful Xfinity agent. I cancelled all of my services including Xfinity mobile. The agent verbally confirmed that he had cancelled everything.
One month later, I noticed that $60+ had been debited from my bank account by Xfinity for the mobile service. After an inordinate wait on my telephone call from Europe to talk with an agent, he admitted that I was wrongly charged and arranged for an immediate repayment back into my bank account. That call from Europe cost me $64. Poor economic decision on my part, but at least the future charges would be stopped. Not likely. 2 weeks later, a further $60+ was debited from my account and now a further invoice for another $60+ has been issued. Last week, I went online and scheduled a callback for 3 days later. It just never happened.
Aside from wrong charges, communicating with Xfinity, especially from Europe, is difficult if not, near impossible, not to mention the cost of these calls and the sheer frustration. If only, they would use emails.
What do I need to do to talk with an efficient agent to rectify the mistakes and to ensure the charges are stopped?
XfinityKei
Official Employee
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2.6K Messages
5 days ago
@user_4um5vd Our team is here to help. We can certainly check over your billing to resolve this.
Did you check the bill cycle dates for your bill. Often you can have a bill already generated before the disconnection is processed and from there a final updated bill is sent out. Can you please direct message me your first and last name along with your full service address so I can assist you further? To do so, click on the chat icon located at the top right of this forum's page.
Here are 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 "Start new conversation" (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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