L

Tuesday, November 21st, 2023 4:03 PM

Double Billed... Moved to a new house mid-billing cycle... should not have been billed again already

Hey guys,

I just moved in.

My billing is automatic on the 5th of each month.


I used the website to set my move in date for the 17th of November. On that date, we packed up our router and modem, and moved from one address to another, and plugged it all in. The internet was working immediately, and I thought it was all as it should be,. Seamless. Until today, when it said "you no longer have service, you must pay." So I did, and magically the internet came back on. But I shouldn't have had to pay. Now I have been double billed. I expect this to be corrected and a refund be made in full, because I should not have been asked to pay double.

The payment for service at my previous address should have counted toward this new address.

Instead, when I called, it said "it looks like you have two accounts with us." And proceeded to mention both addresses. No... I should only have one account, at one address. On moving day, it should have simply moved from one address to another, and that's it.


I expect this to be corrected today. I have been a loyal customer of Xfinity for 15 years.

Accepted Solution

Official Employee

 • 

2.2K Messages

3 months ago

@LuminousSpecter  I appreciate your patience working with us via DM to ensure that you had not been double billed. I know those billing statements while transitioning during a move can be a little confusing. I want to thank you for being the best part of Xfinity and I hope you have a lovely rest of your day. 

Official Employee

 • 

2.2K Messages

3 months ago

@LuminousSpecter Thank you for taking the time to reach out to us here on our Xfinity Forums. When you move you do get a new account number and the billing dates and due dates will change depending on when you started service. I can definitely understand your concern though and I'm happy to take a look and make sure that your previous account was disconnected and go over the billing to make sure everything is accurate. Please send us a DM with your full name and address to Xfinity Support to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
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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