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user_u0cgkt
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Friday, September 5th, 2025

Billing Issue: Double Charge (Old acct ending [Edited], New acct ending [Edited])

I’m reaching out regarding a billing issue. I recently created a new account (ending in [Edited: "Personal Information"]) on August 10th, and service was connected and active. I paid the first bill for this new account on August 17th.

On the same day, I received confirmation that my old account (ending in 0163) was canceled with a last day of service on August 10th. However, today I received both an email and a text notification that autopay on my old account was processed for $49.

Could you please look into this, issue a refund for the overpayment, and ensure I am not double charged going forward?

Thank you for your help.

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9 days ago

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XfinityThomasA

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2.7K Messages

10 days ago

 

user_u0cgkt - Thank you so much for reaching out, you’re in the right place, and I’m here to help! To make sure we get everything resolved smoothly, I’d like to ask a few quick questions to better understand your situation. Could you let me know how you transferred your Xfinity services? If you didn’t transfer, when and how did you disconnect your previous account? Based on what you mentioned it’s possible your most recent bill was generated before the account transfer or disconnection was fully processed. Could you check the billing date on that bill? Your final Xfinity bill will be sent to your address on file 7-10 business days after your service disconnection date, or up to 10 days after the account closes, and it will be a disconnection notice. This bill includes your final account balance, prorated charges or credits. Does it look like it’s the final disconnection bill you received? Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. This is just a heads-up for next time, and I look forward to helping out here.

 


- XfinityThomasA

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user_u0cgkt

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@XfinityThomasA​

Thank you for your response. I ordered new internet service directly on the Xfinity website. After placing the order, I received both the order confirmation for the new account and a separate email confirming the disconnection of my old account, with the last day of service listed as August 10th.

I have not received any final bill for the old account yet, and I’m no longer able to log in to that account to check. I’m fairly certain the new account service began before the next billing period of the old account.

Please let me know if you need any additional details, such as a snapshot of the email confirmation, to help with resolving this.

Thank you for your assistance.

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10 days ago

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XfinityThomasA

Official Employee

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2.7K Messages

 

user_u0cgkt- Thank you for choosing Xfinity! To be sure I understand did you transfer your services from one address to another? You mentioned placing a new order for services online, how did you request your old account to be disconnected? Rest assured the billing is prorated to the day.

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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10 days ago

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user_u0cgkt

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@XfinityThomasA​

Thanks for your response. As I mentioned, after placing the new order online I received a separate email confirmation that my old account disconnect request was received with the last day of service as August 10th. Since I can no longer log in to the old account, I need you to look it up on your end and confirm whether it has been fully disconnected.

This will help clarify why I was charged and ensure the billing is corrected.

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10 days ago

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XfinityFrank

Official Employee

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1.7K Messages

@user_u0cgkt, thanks for those details. Did you create a new account at the same address? If so, could you share the reason?

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 a reply as the Accepted Answer.tick

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10 days ago

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user_u0cgkt

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@XfinityFrank

I’d appreciate it if you could review my account directly and confirm whether my old account has been fully disconnected and ensure I won’t be double charged.

I’ve already shared all the details and answered many questions your colleagues have asked, including information about creating a new account. However, I continue to receive questions that are irrelevant to my account status, such as “Did you create a new account at the same address? If so, could you share the reason?” Please focus on answering my questions regarding the account itself rather than revisiting details I’ve already provided.

I have confirmation of the disconnection, so there is no need to keep asking about the process. If I continue to only receive similar questions, I will need to seek resolution through other channels, such as filing a formal complaint, to ensure this issue is properly addressed.

Thank you!

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9 days ago

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