Complaint-Continuing Billing After Cancellation

I’m unhappy that Xfinity mobile is unwilling or unable to stop charging my credit card monthly even though I cancelled my service more than a month previously. When I asked for a refund they did not refund the full amount and kept $2.03 dollars. I have since asked my bank to cancel the recurring charges but they said that they cannot guarantee I won’t have the same problem in a month. At this point I would like to file a complaint with Xfinity but there is no way to reach them or even access my billing details bc account is cancelled.

What happened to reaching by email? Only option appears to be via a wholly inadequate chat with possible non human.

i have no way of getting the account details so that I can provide them to this forum since they do not show up in the Xfinity app and going to website causes a freeze bc information doesn’t exist.

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XfinityQue

Official Employee

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596 Messages

16 days ago

user_1464vu, hello there. I understand your frustrations. There are many ways to reach us and since you're here, I'd like to take a look and explain things for you. One of the most common misunderstandings we receive is the concerns for payment due after mobile service cancellation. If this has been something going on for months, yes - that would be a problem. However, Xfinity Mobile is post billed. Post bill means, you are charged after the billing cycle has concluded. Other carriers such as Cricket, Boost Mobile, Metro PCS and other prepaid services, requires you to pay your month in advance. I will be able to locate your account based on the address you give me and authentication for you. To move forward with your concern, please send us a direct message with your full name and complete service address. From there I can authenticate your account and assist you further.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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_1464vu

Visitor

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2 Messages

14 days ago

This is a particularly tone deaf and blaming the victim response from Xfinity. I guess it should not surprise me that you are assuming that I don’t understand how bills work and that you are gaslighting me about how easy it is to reach someone in your organization that has the power to fix my billing problem.

No I am not satisfied and closing the topic before we see the failure of your system on next billing cycle is inappropriate but to be expected from your company.

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XfinityEva

Official Employee

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2.4K Messages

@user_1464vu

I’m really sorry that our previous response came across as dismissive or unhelpful—that was never our intention, and I understand how frustrating this experience has been for you. We truly want to support you and make sure your questions are fully addressed.

If you have any remaining questions about your billing or would like us to review specific details on your account, we’re absolutely happy to help. For the protection of your personal information, we’ll just need to continue that conversation via direct message so we can securely access your account.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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14 days ago

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user_1464vu

Complaint-Continuing Billing After Cancellation

XfinityQue

user_1464vu

XfinityEva

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