Visitor
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2 Messages
Urgent: Incorrect Charges and Refund Request for Cancelled Services
I'm writing to bring to your attention a pressing issue regarding incorrect charges for services I had cancelled at my old address. On July 27, 2024, I requested to cancel my Xfinity services at my old home and received an email confirmation of the cancellation request.
However, despite the cancellation, I was continuously charged for both my old and new addresses starting from August 2024. The total amount charged is $938, which I didn't realize immediately due to autopay. Upon discovering the error last week, I promptly contacted Xfinity, and the service was disconnected on September 5, 2025.
Unfortunately, despite repeated calls to your customer service team, totaling almost 5 hours, I've received no proper response or resolution. I've also visited the store a couple of times, but the representatives were unable to assist me, directing me to resolve the issue over the phone. The phone representatives, however, claim that they cannot process a refund for amounts over $50.
This issue has been ongoing for almost a week, and I'm frustrated that no one seems to be taking responsibility for refunding the incorrect charges. I'm reaching out to request your assistance in resolving this matter. Could you please let me know the next steps to take and whom I should contact to get a resolution?
XfinityDena
Official Employee
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3.7K Messages
1 month ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your extended amount of loyalty, and I want to be sure we can get everything figured out for with your bill @user_1ahxdm
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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
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user_yjqaiv
Visitor
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1 Message
1 month ago
I have the same issue. I canceled my service in July and received a charge early this month. I have moved out of the U.S. so I can not call them. The Xfinity Assistant denied my access, and there is not an email address I can file a complain.
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