Active service not showing in account – charged for unreturned equipment I’m still using

I do not have trouble accessing the app or the website. I am writing re: a serious issue with my Xfinity account following a recent move and service transfer. Despite multiple attempts to resolve this through customer service inquiries, my account appears to be in an unresolved state that is affecting billing, equipment charges, and service recognition.

Here is a summary of the situation:

• I recently moved from one address to another address and requested my Xfinity internet service be transferred to my new address.
• During the move and transfer process, I was also encouraged by your sales team to set up Xfinity Mobile, which I agreed to for two lines of service.
• Since then, my account appears to be split, misconfigured, or otherwise not properly associated with my active services.
• Although I have active internet and mobile phone service, Xfinity has:
  • No apparent record of these services being active,
  • Prevented me from viewing billing details or managing services online,
  • Recently charged me $150 for “unreturned equipment” that I am actively using for active services that no one from xfinity seems to be able to see.

To be clear:

• I am using the same equipment that Xfinity claims was not returned.
• I have not canceled any services or disconnected anything.
• I am receiving Xfinity emails referencing bills that I cannot resolve.
• Outreach has resulted in trying to be sold services that I already receive at over 3x the amount that I agreed to and even over the amounts publicly listed on the website and in direct sales mailings I regularly get at my new address.

Every time I contact customer service, I am told to sign up again for the same services, at a higher price, which would effectively duplicate my active services and overcharge me further. Additionally, every time I engage, eventually the rep drops my contact without resolving the issue. It is clearly sales focused and not targeting resolving the issue.

I request the following:

1. A complete review of my account(s) (at this point, logic tells me there must be multiple accounts you all should be able to see somehow) and services.
2. Removal of the incorrect $150 charge for “unreturned equipment.”
3. Immediate restoration of full access to billing and service details that shows an accurate reflection of the services I receive.
4. A clear and written explanation of what happened and what has been fixed.

Thank you for your attention to this matter.

@user_209vhe I'd like to take a look at your account to see what we can do to sort all of your concerns. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.