Unable to Schedule Callback — Just Trying to Cancel Service

Hello,

Every time I attempt to schedule a callback to cancel my service, I receive the following error:

We’re having some trouble scheduling your callback

Try again or visit our support site for more help.

[Try Again]

[Go to Support]

I’ve retried multiple times and followed the support links, but I end up stuck in the same loop. I just want to cancel my service and move on — why is this so difficult?

Please escalate this to someone who can help me complete the cancellation process without more runaround. Thank you.

Best,

Responses

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EG

Expert

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112.9K Messages

29 days ago

The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityAlfonso

Official Employee

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1.9K Messages

29 days ago

Hello user_2stxbj thank you so much for taking the time to reach us here via our Xfinity Forums! This is never the experience we'd want for you as our valued customer, and I'm happy to help make any account changes.

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

3

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U

user_2stxbj

Visitor

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2 Messages

We just got billed again. Can you clarify what is going on?

I’ve already requested cancellation of service and returned all equipment, so I shouldn’t be receiving further charges. Please advise on how this will be resolved.

6 days ago

0

XfinityThomasC

Official Employee

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2.8K Messages

Hello, @user_2stxbj we can review your account to make sure it is cancelled, and the billing is correct. 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.
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6 days ago

0

XfinityPeterH

Official Employee

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2.2K Messages

user_2stxbj Thank you for allowing us to help you with your account and get everything taken care of in our DM. We hope that if you need anything in the future you will look to us for help. :-)

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

4 days ago

0

Customer Service

user_2stxbj

Unable to Schedule Callback — Just Trying to Cancel Service

EG

XfinityAlfonso

user_2stxbj

XfinityThomasC

XfinityPeterH

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