Grandma is the authorized user after I moved. Now IM getting a bill after a year of being gone.

I did call. They all but told me the transfer “didn’t go through” on your end. I have the emails where I submitted my documents a YEAR ago for the transfer. I believe she closed the original account and made another for the same address. 

Hello @user_hfj3do, thank you for the details. So that we can look into the transfer and review the notes, for your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

How to send us a direct message: 

1. Click "Sign In" if necessary. 
2. Click the "Direct Messaging" icon. 
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support." 
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
6. An "Xfinity Support" graphic will replace the "To:" line. 
7. Type your message in the text area near the bottom of the window. 
8. Press Enter to send it.