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.

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XfinityEricB

Official Employee

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3.6K Messages

2 years ago

user_wqo109 Thanks for reaching out t ous here on Forums with the second account concern. You have come to the right place to get this fixed if not already done.

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

7 Messages

@XfinityEricB I've gotten another notice in my email about a past-due amount. The email says it's a "final notice" and threatens to send my account to collections. I was under the impression this was resolved.

2 years ago

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user_wqo109

7 Messages

2 years 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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XfinityEricB

Official Employee

•

3.6K Messages

My pleasure, and thanks for reaching out to us here for help!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

2 years ago

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user_1ac238

1 Message

2 years ago

I have a double billing issue that needs Xfinity's attention.

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XfinityChristy

Official Employee

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3.1K Messages

@user_1ac238 Hello and thank you for reaching out via our Xfinity Community Forums. I understand how frustrating this situation must be. I'm truly sorry you're experiencing issues with a second account and receiving unexpected bills. I know it's concerning to receive bills for services you haven't used, and I want to make sure this gets resolved quickly. To get started, please 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.

To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

2 years ago

0

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user_wqo109

Being Double Billed for a Second Account

XfinityEricB

user_wqo109

user_wqo109

XfinityEricB

user_1ac238

XfinityChristy

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