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user_mxn3z9
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10/04/2026 7:00 PM

Formal Dispute: Duplicate Partial Billing

I am writing to request a formal corporate review of a highly frustrating, broken account migration process that has plagued my service since sign-up. I expect this issue to be handled seriously by an escalation specialist.
To transition to a new promotion, I opened a new account on September 5, 2026, and added a Xumo plan on September 13, 2026. Every phase of this execution failed:
  • The Phone Port Delay: A home-phone-to-mobile transfer took two weeks, forcing me to hold two active accounts simultaneously.
  • Equipment Swaps: My new gateway was improperly swapped under my old account, forcing me to complete the activation process twice.
  • Feature Glitches: System errors completely blocked my Peacock promotional activation from September 13 until September 26, 2026.

Now, the migration issues have broken my billing ledger:

  1. Account A (Old Closed Account): Automatically charged me $163.53 on September 10, 2026 for a full month in advance. After processing retroactive partial refunds for the service window of September 14 through October 18, it left a verified, untransferred cash credit balance of -$26.00.
  2. Account B (New Active Account): An initial bill of $151.12 was already successfully drafted from my bank account on September 30, 2026, covering my activation fees, internet from September 5, and Xumo from September 13. 
  3. The Overcharge: My new statement is demanding $246.65, consisting of my upcoming advance monthly cycle ($103.76) and an additional $142.89 partial charge. This partial charge is a duplicate for September days that my bank payment already fully covered.
Please treat this case with the formal priority it deserves. I require a manual executive audit to transfer my -$26.00 credit from Account A to Account B, and completely remove the duplicate $142.89 partial charge. My true balance due for the current cycle is exactly $77.76 (my upcoming month of $103.76 minus the transferred $26.00 credit).

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    11 hours ago

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    XfinityMarcus

    Official Employee

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    2.4K Messages

    11 hours ago

    user_mxn3z9 thank you for using the Xfinity Community Forums page to reach out today. I know how important it is to have accurate billing so let's see what we can do to get your account corrected. 

    Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

     

    Here's the detailed steps to direct message us:

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