Visitor
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1 Message
Being billed for two accounts at my address
Hello,
I attempted to change my plan on August 25 and inadvertently created a second account at my address. I have an email from August 27 confirming that one of the accounts was supposed to be cancelled, but it never was. Now I have two accounts and two bills. In addition, there is a negative $161.50 balance on one of the accounts that has not been refunded to me. I have spoken to multiple customer service agents and no one has been able to fix this. Could you please help fix this issue for me so I stop receiving two bills. Thank you.
XfinityQuemekia
Official Employee
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1.5K Messages
2 hours ago
Oh no, sounds like a massive headache @user_jp2tum! Let's get this taken care of, so you stop getting two bills.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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.
You can see how to send a direct message here, Direct Message Within The Forum.
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