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Monday, November 4th, 2024 4:27 AM

Closed

Double Billed- Final Notice

I had posted a few weeks ago about how Xfinity had erroneously generated two separate accounts for me, for some unknown reason, and had been billing me for both accounts despite me only having service on and using one.
https://forums.xfinity.com/conversations/billing/being-double-billed-for-a-second-account/6717d1539771310e4076caf4
I was under the impression, after speaking to the representative who replied to the thread, that this had been resolved by zeroing out and closing the second unused account. A few days after, a customer support agent from Xfinity called me to verify that I had closed the account. I explained to them what had happened and they said "Oh, okay". Today I received a "final notice" email from Xfinity explaining I'm to be sent to collections if I don't pay my overdue amount. How do I get this resolved?

7 Messages

18 days ago

This was the conversation I had last time, when I thought the issue had been resolved:

Official Employee

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1.2K Messages

18 days ago

Hello @user_wqo109, Thanks so much for taking a moment out of your day to leave a post on our community forum. 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, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

7 Messages

18 days ago

Well, I was connected to the above agent via direct messaging. She did not help. She explained that one of the two accounts in my name is in good standing, which I already knew. Then she stopped talking to me entirely. I would highly appreciate some explanation for the past-due notice I've received and some assurance that my credit will not be affected by Xfinity's error.
I will not pay more than I owe. I will not pay for services that were never rendered. I am prepared to escalate this matter if my credit is to be affected by this.

Official Employee

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1.7K Messages

My apologies for the delayed response, @user_wqo109. Our normal hours of operation are from 6am to 12am. We are still with you on this, and we will make sure things are taken care of. I will be sending you a new DM momentarily.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Expert

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31K Messages

18 days ago

@user_wqo109 

Please don't make multiple threads about the same issue.  Continue your discussion in your original thread.

Thanks!

Closing this thread to further replies.

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