Visitor
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2 Messages
Trying to cancel my account for 2 months - PLEASE HELP
I tried to cancel my account 4 times, I am still billed!
On 5/26/2025 : I called Xfinity to tell them I want to cancel my service on 6/24/2025. They said 'ok' and they sent me a confirmation email. On the email it says "we received your cancellation request, and we're on it"
On 6/25/2025 : I assumed it was canceled. I took the equipment to the Xfinity store. They received the equipment and they told me that the service is still 'ON'. I was told to call Xfinity. I called there (as I was standing up in the Xfinity store). On the phone; the agent apologized and they said 'it's taken care of. Your service is being canceled. You don't need to call again'
On 6/27/2025: I realized the service was still 'ON'. Also, they issued me a new bill. I connected on the chat on xfinity.com. They said they will cancel the service and they will cancel the bill.
On 6/30/2025: It's the same situation. I connected on the chat. Then they called me. After more than 15 minutes talk, the agent promised me that it's taken care of. She said I don't need to call again. (Of course, I don't believe that) She gave me a disconnection order number. She also said that I will receive an email; but I didn't.
Today (7/26/2025): I received another bill for the service I never used. I am extremely frustrated. Every single agent I spoke apologized and promised me to fix this; but they never did. I regret so much to be a customer of Xfinity. I am tired of calling them or using their chat.
Please help before I have to seek advice in the legal platforms.
[Edited: "Personal Information"]
EG
Expert
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112.3K Messages
10 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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2.8K Messages
10 days ago
We’re really sorry you’ve had such a frustrating experience — we’d feel the same way if we went through all those steps and still kept getting billed. It’s not okay that this has dragged on for so long despite multiple confirmations, and we appreciate you giving us another chance to get this fixed.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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suzydiam
New Poster
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6 Messages
9 days ago
I am having a similar experience. I was moving to condo where Xfinity is included in fee. I called to close my old account made appointment to set up new service. Was told to bring my equipment. My service was to be terminated May 24. Got bill for June. Called told bill month ahead, it would go away. Got notice of late fee. Text chatted told no problem would go away. Got bill for June and July , spent three hours on phone, got confirmation number account would be closed. Just saw bill for June, July and august for over$700
I do not know what to do anymore.
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