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user_zhtw4w
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Tuesday, July 23rd, 2024 6:36 AM

Getting charged double for unused account that we were told was closed - 3 times!!!

I can't see direct messaging icon, so writing my message here.

There are 2 accounts in my house. On the same address. And you make us pay both of them.

I was moving out of the house and my housemate was staying, so instead of account transfer, we closed the account and opened another for my housemate. Found out that the closed one isn't actually closed, because I got charged for it. Talked to customer service multiple times, for hours. They said my old account is now closed. Next month, I got charged again. Customer service again. They said they closed again, and now they charged it again. I can't do anything online as my account looks "closed" and xfinity doesn't allow me to take any action on my account.

I need someone to fix this problem, I'm not going to spend any more time on the phone with you, as both my friend and I have spent hours on it only to end up going back to the start. Email me and I'll give you whatever account details you need. 

Sorry for the frustrated tone, but I don't have any energy left for this issue anymore.

Regards,

AJ

Question

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Updated 

4 months ago

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EG

Expert

 • 

107.2K Messages

4 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Please see this post about direct messaging the support team;

https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478   

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XfinityOrlandoM

Official Employee

 • 

1.4K Messages

4 months ago

@user_zhtw4w

 

Thanks for reaching out to us as a customer that has moved in the past I understand how frustrating how moving alone can be frustrating and I would not be happy if I was charged with services even though I already put in their request to have been cancelled. You've reached out to the right team to make sure that everything's taken care of that it should be please send me a direct message

 

To send a direct message:

Click "Sign In" if necessary

  • Click the "Direct Message" icon in the upper right - it looks like a chat bubble
  • Click the "New message" (pencil and paper) icon just to the right of Conversations
  • Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

 

 

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