Visitor

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1 Message

Thursday, August 28th, 2025

Urgent billing dispute and refund request. Account cancellation confirmed but charges continued

Dear Xfinity Billing Department,

I am writing to formally dispute ongoing charges on my account and to demand an immediate refund. I have a legal background and I am fully prepared to escalate this matter through the FCC, BBB, or legal action if needed.

I cancelled my Xfinity service after moving out of my residence, yet I have continued to be billed for services I did not use. Your agents acknowledged the error and confirmed that a full refund would be issued. I was provided with the following reference numbers: <Edited: Personal Information>. Despite these confirmations, no refund has been processed and billing has continued.

I now require the following:

  1. Immediate termination of all billing and written confirmation that my account is closed.
  2. Full refund of all charges since my service cancellation date for the past two years.
  3. A written timeline for the refund within 14 days of this notice.

If this matter is not resolved promptly, I will escalate through the appropriate regulatory channels and pursue legal remedies.

Sincerely,

<Edited: Personal Information>

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Official Employee

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1.9K Messages

1 month ago

@user_zd2rmj You're with the right team for a resoltuion! I can certainly check over your account to help with your bill and refund concerns. Can you please direct message me your first and last name along with your full service address so that I can assist
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.

Visitor

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5 Messages

1 month ago

This very thing is happening to me. I have spent hours and hours contacting Xfinity. They acknowledged that I cancelled the service but they continue to bill me. I feel very helpless and would love to know what to do next.

Official Employee

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2.9K Messages

Hello, @user_ln7akp happy to take a look and get this resolved for you. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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 a reply as the Accepted Answer.tick

Visitor

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5 Messages

@user_ln7akp​ I do not see a direct message icon. I just see a "U" to the right of the bell icon.

Official Employee

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2.5K Messages

 

user_ln7akp You may need to go to your Forums profile and make sure you have Direct Messaging enabled. After you do that, you should be able to send a DM.

 

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 a reply as the Accepted Answer.tick

Visitor

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5 Messages

Is there another way to access the direct message icon or system?  

Contributor

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21 Messages

1 month ago

Have you had any luck actually resolving and getting your refund? I am in a similar situation but for overcharges taken from my account for a post-cancellation period I shouldn't have been billed for but have received the most ridiculous responses from customer service trying to pin down an answer on my refund. Last week, I was chatting with an agent via chat and he had a rep call me to give me"verbal consent" for my refund (insisting he couldn't initiate it without my verbal consent and because he was just a chat agent, he couldn't call me for it himself) and the person he connected me to on the phone started LAUGHING when I told her what he had told me. She called him a liar and told me he was full of "lies, lies and more lies" when I kept reading her his responses to me. Eventually, when I asked him how to file a formal complaint, he just disconnected my chat. Hopefully you've been able to find someone at this company with some integrity - there has to be at least one (right?).

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