Escalation request: Duplicate Accounts Created by Xfinity Resulting in Ongoing Billing & Service Suspension

I honestly don’t know what else to do at this point, so I’m posting here in hopes that someone from Xfinity can finally help.

Back in October 2025, I visited an Xfinity store after moving to a new address. The representative helped me update my information, set up AutoPay with my bank account, and transfer my services. I trusted that everything had been set up correctly.

Around March/April 2026, I noticed something was very wrong with my bank account. Every month, I was being charged multiple Xfinity payments—approximately $60+, $99+, and another $20+ charge—adding up to nearly $200 per month. I contacted Xfinity through the app, canceled my internet service since I no longer needed it, requested to cancel one of my two phone lines, and asked why I was being charged so many times. I was told they needed time to investigate and would contact me, but no one ever followed up.

After waiting until May with no response, I called customer service. I spent nearly 5-6 hours being transferred between multiple representatives before finally learning that the Xfinity store had mistakenly created two separate accounts under my name when I first visited. I had been billed because of this mistake for months. Even though Xfinity acknowledged that the duplicate accounts were created in error, I was told their policy only allowed them to refund my last four payments, despite the incorrect charges going back six or seven months. I was advised to contact another department if I wanted the remaining money back. After hours on the phone and several unpleasant interactions with representatives, I was exhausted and accepted the partial refund simply because I wanted the situation to end. I was also assured that the duplicate account would be closed and that I would not receive any future charges related to it.

Unfortunately, that was not the end of the problem.

This month (July 2026), my phone suddenly lost all service. When I contacted Xfinity, I was told my account had been suspended because of an overdue balance. However, I had already paid my actual monthly phone bill (about $56-$57), and the representative confirmed they could see my payment. They also confirmed that the remaining balance causing the suspension was connected to the duplicate account issue that was supposedly resolved back in May.

I then spent another two hours speaking with multiple representatives. Several told me they had submitted support tickets, but the fifth representative informed me there were actually no previous tickets on my account. They finally created one, gave me a ticket number, and told me my service would be restored within 24 hours and that someone would contact me by email. More than 24 hours have now passed. I have received no email, my phone service is still suspended, and today Xfinity successfully charged my bank account again for my regular monthly phone bill while my phone still has no service.

At this point, I am beyond frustrated. I have spent countless hours on chats and phone calls trying to fix a problem that started because of an error made when my account was set up. I was charged for duplicate accounts, only partially refunded, assured the issue was fixed, and now I am dealing with the exact same problem again. I have paid for my active phone line, yet my service remains suspended while my bank account continues to be charged.

I’m hoping someone from Xfinity can review my account, explain why this is still happening after months, restore my phone service immediately, and finally resolve the duplicate billing issue once and for all. No customer should have to spend this much time trying to correct a mistake they didn’t make.