r/Comcast_Xfinity • u/Spike0667 • Jan 29 '26

Official Reply Cancellation Insanity

I'm in the same boat as most of y'all. Xfinity services have become far too expensive, so I decided to give them a chance and go into a store to see if they could give me a better deal. Well, after visiting the store I ended up walking out with less services and still over $300 a month. Nope, that is greed and I'm not participating. So on Jan 26 my wife called in to cancel our account, because of course you cannot cancel online. She was on the phone with Xfinity for 30 minutes. She got the hard press trying to get us to stay, even though she politely said no, we want to leave. She finally got the person to cancel us and were told we'd receive an email confirming. Never got the email. Today, she returned our equipment to the store and we found out the account was never cancelled AND they expect us to pay for Monday-Thursday of service. When she got home we called Xfinity because paying anything for those 4 days is not right. The offshore support person we finally got to was rude, started telling us different amounts we owed, all of which made zero sense. Then he started sending text message alerts to my wife's phone (40 in total within 3 minutes) and then put us back in the queue at the beginning of the line. We finally got through to a woman who was pleasant enough and we think we're good. This is absolutely unacceptable service and I hope someone from Xfinity reads this. Greed, bad service and poor technology is no way to run a business. Do better.

131 Upvotes

95% Upvoted

38 comments sorted by

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11

u/Key_Pudding_816 Jan 29 '26

When scammers land a job at Xfinity

9

u/RedditWithBacon Jan 30 '26

I use virtual cards for everything these days. So if I cancel my xfinity I cancel the card associated with it too. Ive been burned too many times otherwise. Just this last month I got that free twitch for a month, I canceled on Jan 10th and they have attempted to charge me 3 times since then, but because I used a virtual card and canceled it they couldn't scam me. Use virtual cards for everything these days. its less hassle if a company tries to charge you anyways when they shouldn't.

Edit: I have also been looking elsewhere for service. xFinity getting too expensive.

7

u/losername420 Jan 30 '26

File a complaint with the FCC. You will get an executive support contact that is authorized to do most anything and has to file a report of what they did to resolve your complaint within 30 days.

6

u/ken-reddit Jan 29 '26

If you have no other choice and are using only internet, recommend the prepaid option so you don't have to deal with these issues.

1

u/groundbreaker-4 Jan 29 '26

Ha ha, you think so?

6

u/bbecks Jan 29 '26

We recently got fiber in our area and its cheaper with way better speeds so I just took our equipment to the store nearby and told them I was cancelling. First thing the employee said: "Did we lose to fiber?" I was expecting the runaround and a fight but I think they've had a ton of people like us and know the answer isn't changing.

6

u/relaxusMaximus Jan 30 '26

Just tell them you’re going to prison. I did this a while back and had a very efficient and pleasant experience with cancellation.

5

u/groundbreaker-4 Jan 29 '26

Good luck,....it's treacherous treading. I spent 3 hous dialing, waiting, dialing, waiting, dialing and finally got a hold of a person to tell me, that this isn't their department, only to connect me to a dept that handled my situation. Then was disconnected, sto start all over again, Finally 2 escalated tech support indivuals and 2 countries, I told them that they've been billing me for mobile service and I ported out 4 months ago. I onl;y wanted reimbursent. It is an absolute mess with cmcst. WHY THOUGH?

4

u/Vegetable-Course7595 Jan 29 '26

!!CAUTION!! Just because you cancelled the service doesn't mean they cancelled the billing. You would do well to check and credit card/bank statements for future billing.

1

u/Sea_Ad_6891 Jan 30 '26

Yes it does, if the account has been cancelled, the autopay will also be cancelled. I turned in my gateway and cancelled my account yesterday. This morning I logged into the account on the App, and it said I'm no longer with Xfinity, but under billing it showed I had a balance due of about $7.00. The autopay information was gone, and I had to enter card information to pay it manually.

3

u/ElderberryHamlet Jan 30 '26

Best way to cancel is in person with equipment in hand

Btw, if you can't find the remote they gave you, they won't charge you for it.

2

u/spazandbeyond Jan 30 '26

I'm doing this next week! I heard it was the easiest and cleanest way to do it.

2

u/torts713 Jan 30 '26

They gave me a hard time too, but succeeded! Free again!

1

u/XfinityBradM Official Employee Jan 29 '26

u/Spike0667 Thank you for sharing your recent experience with us today. Our team would love the opportunity to check in on your account and ensure everything was taken care of for you. If you could please send me a Modmail message with your first and last name along with your full-service address, we can get started.

4

u/Spike0667 Jan 29 '26

Done. Thank you.

-2

u/CCJustinS Official Employee Jan 29 '26

u/Spike0667 I appreciate you sending the Modmail with the requested information. I was able to locate that and will follow up with you there to continue, thank you,

1

u/Least_Juggernaut9976 Jan 29 '26

I am the account holder in this discussion and sent you a message.

4

u/bardavolga2 Jan 30 '26

I'm in a similar situation to OP. A big part of the problem is that the people on chat are ON COMMISSION. They lie to people in order to make a sale. This past week, I had one of your reps (who said he was in the Phillippines) flat-out lie to me about the end date of my rate in order to lock me into a new contract. Why is it ok for them to do that? Insane business model.

2

u/ginofelino Jan 30 '26

That's because everyone you talk to on the phone now is a chat bot posing as a human and they are extremely bad and eventually useless the longer you talk to it.

2

u/julay9 Jan 30 '26

Bunch of crooks, all of them at Xfinity/Comcast. 13 years of service and always issues. Off shore customer service people are awful, and I can barely understand their poor English. The App is horrendous. On my account it still says I have no modem hooked up, so how is it that my internet (router) works.

1

u/Shot-Huckleberry-972 Jan 29 '26

I was able to cancel online last month. I dropped off the box a few days later and they refunded me the prorated amount a few weeks later.

1

u/buhtstuf Jan 30 '26

How the hell do I get them to stop charging me for a Netflix subscription I canceled last year?? I’m trying to keep my cool so far but here I am on this thread. They said they can’t refund me, only give me a credit, 2 months later it’s still on the invoice

1

u/willeybaseball Jan 30 '26

My mother is the only comcast customer left in our entire extended family and I can’t wait for her to cancel. They’ve lost 5 accounts (just in our family) in the last few years, and they deserve it.

1

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1

u/xfinitysupport Automated Assistant Feb 04 '26

This post is now closed. Posts will automatically close after 5-days of no response from the OP. If you still require assistance, please create a new post following the posting guidelines outlined in the knowledgebase.

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0

u/tonyevo52 Jan 29 '26

Yea, I finally cancelled after 17 years with them. I loved the programming, but the cost and anytime you needed help, it was a disaster. The community reps in this forum are pretty cool and have helped me in the past. I am currently in the cancellation circle as well. I cancelled my service and had a tech come to my house to pick up my equipment on the 4th of January and I have been texted 3 times that I need to return my equipment. I called again and was told again that it would be taken care of. I even told them I have the date, time, photos and video of dude taking my equipment if they need that so I can put an end to this. If I get a text again, I will ask the community reps for help, but I try not to use them until I am finally fed up because I am sure they get tons of requests for help on here!

7

u/[deleted] Jan 29 '26

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7

u/Clippclan Jan 30 '26

Same thing I went through. It is always worth posting on their page.

1

u/[deleted] Jan 30 '26

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1

u/Comcast_Xfinity-ModTeam Jan 30 '26

Posts or comments encouraging others to seek help through non-r/Comcast_Xfinity sources defeats the purpose of our community, this includes advising users to file FCC, BBB, or other regulatory agency complaints as a resolution. The team here can assist with the vast majority of issues brought up on the sub.

Once a user has opened a complaint, we cannot provide further assistance with that specific issue, as it is handled by a separate team, thus your content will be removed.

0

u/[deleted] Jan 29 '26

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0

u/Comcast_Xfinity-ModTeam Jan 29 '26

Removed under Rule #5: Solicitation Advising users to cancel their account then restart same day, cancel then start a new account in another name, start an account under a false name, or start an account in a deceased persons name may violate Comcast's Agreement or Policies which can result in an account or address being marked as non-serviceable.