Visitor
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1 Message
Being double billed for multiple accounts at the same address after changing my internet speed
After changing my internet plan for a new one on March 31, It seemed like it created a duplicate account at my address. On April 2nd, I received an email confirming the cancelation request on the old account. It seems like that didn't take, because I just had 2 auto-debits on my account, one for the current plan and one for the old plan that was supposedly canceled.
XfinityAirelle
Official Employee
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3.2K Messages
8 hours ago
We appreciate you explaining everything so clearly. We can definitely understand how frustrating that would be, especially after you already received confirmation that the old account was canceled.
What it sounds like is that when the new plan was set up, it created a second account at the same address, but the original account didn’t fully close out on the backend. When that happens, it can lead to exactly what you’re seeing with overlapping charges.
We’ll want to take a closer look at both accounts to confirm which one is tied to your current service, make sure the original account is fully closed, and review those recent charges so any incorrect billing can be corrected.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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