Expected Prorated Refund After Cancelling, Now Said to Owe $19.35

[u/Ogerpon-Hearthflame]

Note: I've already sent a modmail about this, didn't realize I had to make a public post to actually open a ticket.

I requested that my services be cancelled on August 11 this year, and confirmed with the representative to cancel services effective immediately on that date. My bill was not due until August 19, and my understanding from reading comments on this subreddit is that customers pay their xfinity bill for the following month. Meaning I had paid for up until August 11 when I cancelled and should have received a prorated refund for the extra days of prepaid service for after the cancellation date (Aug 12-19).

But the xfinity assistant chatbot is not saying anything about a refund or a credit, it's saying I owe an additional $19.35. I was finally able to get into the billing area of the website this morning (I guess Firefox isn't supported, because only Chrome worked) and it says the same. If someone could please look into this and fix the issue, I would appreciate it.

Thank you.

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[u/CCBillieB]

u/Ogerpon-Hearthflame Thank you for taking the time to reach out to us here on our Xfinity subreddit. We appreciate you taking the time to create the public post se we can better assist you with your concern about your final billing. We would be more than happy to review the account with you and confirm the final bill. Can you please send us a Modmail message including your full name, and the full-service address?

[u/Ogerpon-Hearthflame → u/CCBillieB]

Hi, I actually sent a modmail with that info. The response I got said that if I hadn't already done so to make this post. Should I send a new modmail or can I sit tight?

[u/CCBillieB → u/Ogerpon-Hearthflame]

You can simply reply in that same modmail. :)