Duplicated Acct on Move - Now Collections texts

Last year after moving my service to my new house I started getting double charged.

After I noticed, I used the support chat on Dec 18, 2025 and the service agent was nice. I was told no other account existed and to report the transactions to my credit card company as fraud, so I did that.

Now I have gotten a collection notice for what appears to be those same mystery charges. All the while I have then and now paid my current monthly bill. So there must've been some duplicate account created during my move via some software error that I would like this issue to go away.

Please help me resolve this, I just want to keep paying for the current service as I have been and have whatever these erroneous collections messages are go away.

Thank you

Responses

Oldest First

Selected Oldest First

XfinityQuemekia

Official Employee

•

1.3K Messages

8 hours ago

Hello @user_seiwzp! Thank you for reaching out, I completely understand wanting to get this cleared up as quickly as possible. Moving is already stressful enough without having to worry about unexpected billing issues or collections notices.

We would be glad to take a closer look into your account history and get to the bottom of what happened here.

Send our team a direct message with your full name and the service address associated with your account.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon
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.

0

Billing

user_seiwzp

Duplicated Acct on Move - Now Collections texts

XfinityQuemekia

New to the Community?