Visitor

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1 Message

11/02/2026 11:11 PM

I am being double billed for the same address.

The Xfinity store created 2 accounts for my name under the same address. One account is legitimate and has a modem and internet service. The other account doesn't even have a modem, yet I am being charged for both accounts. 

I was charged as so: 


Account 1: 
$100.00 (modem set up fee)
$41.10 (September)
$41.10 (October)

These charges are correct.

Account 2: 
$41.10 (September)
In October, I went in person to the Xfinity store and they said I "MUST" call the Xfinity line. I called the Xfinity hotline and explained this entire issue. They canceled this plan and then they told me I would be refunded. However, I was then charged:  
$1.34 (October)
And, on top of this, I have an outstanding balance of balance of $41.13 for October.

These charges are not correct. 

That means Xfinity has now charged me $42.44 for a second account which I never wanted and which provides nothing because I have no modem associated with it and it's at the exact same address, and on top of that they are demanding another $41.13 for October even though I canceled this fake account. 

I need Xfinity to immediately return my money to me for this second account and do away with the balance of $41.13. 

1. Xfinity owes me $42.44 

2. I do not owe Xfinity an additional $41.13

I need this issue resolved immediately. Going in person they say to call. When I call they do not fix things. This must be address immediately otherwise I will be filing a dispute with my bank and with the attorney general. 

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Official Employee

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1.7K Messages

4 hours ago

@user_kvpq1s Our team can dive in, take a look and offer solutions. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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