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user_fl98v6
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5 Messages

Saturday, June 27th, 2026 1:50 AM

cancelled all xfinity services, yet I'm still being billed for mobile service which I never used

I cancelled all xfinity services for my mother in 4/2026. Have been receiving monthly bills with escalating costs for mobile services that i have never used (the sim card that i was supposedly issued for the phone that I supposedly have, were never in my possession. 

I have made 4 calls, clocking in at around 35 minutes each, received refunds, only to have said refunds  retracted AND an additional month added to the withdrawal. 

I just received a "Final Bill" notice, that is all the monies that were refunded, along with yet another monthly charge. I also have been getting collection notices for overdue balances.

I am about to ready to cancel everything that is in my name and i have been a customer for 16 years. Please tell me how to solve all this once and for all. I am getting sick of talking to your reps.

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17 days ago

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XfinityQuemekia

Official Employee

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1.3K Messages

1 month ago

I am incredibly sorry that you are dealing with this nightmare @user_fl98v6! I want to assure you that I am here to help you get this resolved, so you don't have to keep repeating your story to different reps. To get started, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to 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 "New message" (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.

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user_fl98v6

Visitor

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5 Messages

Update: i havent had time to deal with this (i have had medical issues) but I've been receiving collection calls every 3 hours for the past five days AND i just got a $263.52 withdrawal from my bank account (this is the total $$ that has been REFUNDED because the account was CLOSED IN APRIL and my bank account was supposedly REMOVED back in MAY, which was allegedly triggering the "collection" calls.

This is is some bullsh*t.

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17 days ago

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XfinityKei

Official Employee

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2.6K Messages

@user_fl98v6 Our team is here to help.

When your ready direct message me your first and last name along with your full service address so we can resolve this.
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

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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17 days ago

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user_fl98v6

Visitor

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5 Messages

Okay, I've been on "hold" for 50 MINUTES without a response since the chat was initiated -- no updates, no nothing. So. I'm at a loss as what to do. At this point, I'll call the bank and initiate a fraudulent charge.

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17 days ago

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user_fl98v6

Visitor

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5 Messages

update: after 70 minutes and a "rep" change, I was told i would receive a call (no number provided because "it's a small team") within 24 to 72 hours and said new rep would set "a reminder" to follow up after the weekend (it's only Thursday here, and early) so yeah, this is not a great resolution. At. All.

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17 days ago

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XfinityThomasC

Official Employee

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3.6K Messages

@user_fl98v6 thank you for your patience as our Xfinity Mobile Executive Team works to research your billing concerns and make this right. An agent will be assigned and reach out to you by phone within that timeframe. My peers and I will also continue to provide support until this has been resolved. If you'd like, I can have a peer follow up with you sooner as a resolution may come outside my availability. 

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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17 days ago

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