A payment was made on an inactive account

@user_6gvuha

Thanks for reaching out to us. We do apologize for any inconvenience. When logging into the Xfinity account, if it shows more than one account and that one has been closed,  what you'd want to do in the future is when you log in,  click the current active account as your default address.

With the payment being made on the wrong account, we can see if we can have that transferred over to your current existing account. Just send us a direct message including your first and last name and complete service address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum