2 Messages
Being Double Billed for a Second Account
I started Xfinity service this August, and had some trouble setting up an account and getting my Xfinity Gateway. After the headache of speaking to multiple representatives over the phone, I did get my Gateway sent and installed. Now I'm receiving notices in my email about past due bills for a SECOND account, created by Xfinity, and linked to my address, that I am incapable of accessing or viewing through the Xfinity App or website. I have charges now, according to Xfinity, totaling over $350. I've spoken to customer service on the phone about this several times and I have yet to get any kind of resolution. I have ONE modem, at ONE address, and my service is paid for and up-to-date for that account. The customer-service representatives have confirmed this to me. Why am I being charged again for a separate account in my name, for which no service has actually been rendered? I'm subject to a deluge of phone calls and emails from Xfinity about my "past due balance". I'm not going to pay more than what I owe.
Accepted Solution
XfinityEricB
Official Employee
•
1.6K Messages
24 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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
- An "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
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user_wqo109
2 Messages
23 hours ago
For anyone else with the same problem-- I followed the instructions above, described my issue to the gentleman above, and he had it resolved within about 20 minutes. If I have any other problems in the future, I'll bring them directly to the community forums as opposed to spending time on the phone; it seems like this is the most lucrative avenue for service.
Thanks again, Eric!
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