Visitor
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1 Message
Dual Charges to My Account
It has recently come to my attention that I have been getting double charged for my Xfinity wifi plan. It seems like I have two accounts that are both under my address/email
- Account...5863
- Account...5855
Account 5863 is the duplicate account that I never set up myself. I can see that the Data Usage has been at 0 the whole time this account has been active while account 5855 shows the actual data usage that I expect. I have been charged 41.13 twice a month since July. I set up My original account in May, so it seems like there may have been some technical glitch where an account got assigned to me or something. I never did anything in July to sign up for a second account or internet plan.
XfinityGabriel
Official Employee
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3.5K Messages
19 hours ago
Thank you for bringing this to our attention. I can certainly understand your concern, especially if you've been billed for a second account that you did not intentionally create. Based on what you've described, it sounds like account ending in 5863 may require further review since you're seeing 0 data usage while the account ending in 5855 reflects the expected usage. We'd be happy to take a closer look at the account history, verify how the second account was established, and review the charges you've been receiving since July. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, so we can securely access the accounts and investigate further. Once authenticated, we'll review both accounts, determine whether a duplicate account was created in error, and work with you toward a resolution regarding any applicable charges. I know this situation is frustrating, and we appreciate you taking the time to provide these details. We'll do everything we can to help get this straightened out.
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