Skip to main content

    Support

    Offers

U
user_30a16d
1st Topic

3 Messages

Saturday, September 23rd, 2023 6:52 PM

Closed

Final Bill

I just moved, where I moved to had no xfinity service available. I closed my account. You sent me the final bill. The new tenants had to pay my final bill before they could get service for themselves. That is unheard of in any way shape or form. When I closed my electricity when I moved, the new renters did not have to pay the outstanding bill. This is just crazy. You made the new renter pay my outstanding bill before they could get service in their name,  SS#, etc…. What the hell kind of business are you running. They should get that back as a refund and I will pay my own bill and that should not determine if they get service. This needs to be fixed. Who else has this issue? I am going to the BBB with this. 

Question

 • 

Updated 

2 years ago

168

1

0

XfinityThomasA

Official Employee

 • 

2.4K Messages

2 years ago

Hi, @user_30a16d. I hope your move went well. I wanted to speak with you about what happens when an account closes down with an unpaid balance. We can also review your final bill together. 

If there is a balance owed from a previous resident a new customers would need to provide proof of residency in order to remove a service hold and establish services at that location. 

Let's take a closer look at your account together. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

4

0

user_30a16d

3 Messages

@XfinityThomasA​ 

[Edited: "Personal Information"] is my name and my account address was [Edited: "Personal Information"]. I called Xfinity C/S this morning and they told me have the new resident go to infinity store and show their lease agreement and they can start their own account. They did and text me my final bill they had to pay to start their service. That is embarrassing for me and just not right for them. If that is a policy it needs to be changed. I do not know these people and now they had to pay my bill. Any help would be great!

(edited)

2 years ago

0

user_30a16d

3 Messages

@XfinityThomasA​

This is what they sent me…

[Edited: "Personal Information"]

 

(edited)

2 years ago

0

XfinityThomasA

Official Employee

 • 

2.4K Messages

Let's take a step back, @user_30a16d. It's important to us that clear expecations are set, and we do not want anyone to think that paying the final bill on aother indiviuals account is required to get Xfinty services. It is not.

If an account is closed down and the past due balance goes unpaid, a service hold would be placed on the location. This is what the proof of residency policy is in place for - to differentie and verify it's a new customer, and not the same individual with a balance owed. When all the documentaion for the proof of residnecy is filed - the hold is lifted without any payment needed from the new customer toward the balance from anothers' account. And they can begin setting up their account right after.

To get the hold lifted a new customer must provide at least one primary and one secondary approved proof of residency document from the lists below. Documents must be complete, accurate and without alterations. Proof of residency must be presented at a Comcast Service Center.

PRIMARY DOCUMENT

  • Homeowner's property deed
  • Land contract
  • Lease agreement
  • Mortgage
  • Utility welcome letter

SECONDARY DOCUMENT

Secondary documents should be from a previous address to prove that you did not previously reside at the location in question.

  • Auto loan or lease statement
  • Bank statement
  • Cell phone bill
  • Credit card statement
  • Incarceration letter
  • Military papers
  • School transcripts
  • Utility bill

I understand you had mentioned them showing the lease agreeement. Are you aware if the other requirements were fulfilled as well? If an invidiaul decided to make a payment to clear a balnce it would lift the hold, but that is not required which is why we have the proof of residency policy in place. Can you please send us a direct message so we can review your account together? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

Again

Expert

 • 

31.6K Messages

@user_30a16d @XfinityThomasA 

To send a direct message:
 
Click "Sign In" if necessary
 
• Click the "Direct Message" icon in the upper right
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line not the Employee's name
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

forum icon

New to the Community?

Start Here