6 Messages
Getting charged for service at address that I deactivated
A few months ago I moved service to my new address, and have been getting charged fees and service at the address vacated? However, I can’t even pay the service because when I log in to my account it only pulls up the new address. I keep getting emails saying I’m super late on payments and it’s charged me like 5 months of service on my older account? I don’t think I should have to pay since I called Xfinity months ago and they claimed the service was moved (I even had to buy a different router for my new place). But even if I have to pay I cannot because I can’t pull up the account with the billing. I’m so confused.
XfinityGabriel
Official Employee
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3.4K Messages
3 hours ago
@user_iv9u03, Hi there! Thank you for reaching out. I can certainly understand your concern, especially if you requested a transfer of service months ago and are now seeing charges associated with your previous address while only being able to access your current account online. I'm sorry to hear about this experience and the confusion this has caused. We'd be happy to take a closer look at both accounts to determine what happened with the transfer request and review the billing on the previous account. If the old account is no longer linked to your online profile, that could explain why you're unable to view or make payments on it. As a friendly reminder for next time, please hold off on sending a DM until being requested by an official employee. Sending an unsolicited DM is a violation of our Forum Guidelines. I see that we already received your direct message so I will continue in assisting you from there. We'll be happy to investigate the account history, review the charges, and help determine the best path toward resolution. We know how concerning this situation is, and we'll do our best to help get some clarity for you.
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