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user_p0a9gk
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2 Messages

Friday, August 7th, 2026 4:31 PM

I can’t pay remaining balance on closed account

I have moved and do not have any mail related to my account. I do not have account number and I was never able to link it to my active account for another service address (despite being told I had successfully done so). I was also told when I closed the account that there was no outstanding balance. I was also told when called the first time about a device that should have been returned, even though it was supposed to be linked to my active account, that the account I’m inquiring about was all set, closed, no further actions needed. So I’m curious now why I am unable to access in order to pay this magical balance that multiple individuals that work at Xfinity were apparently unable to see and why I was never able to create an account to begin with. 

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XfinityKam

Official Employee

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365 Messages

3 hours ago

@user_p0a9gk Thank you for taking the time to reach out to us via Forums. I just want to understand correctly, you mentioned being told you didn't have a balance, where were you told differently? To confirm are you able to sign in to your new account? What happens when signing in to old account? 

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user_p0a9gk

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2 Messages

I was told by a staff member in-store and also one over the phone when i switched the xumo box to my active account. Then recently I’ve been called multiple times recently stating otherwise. No, I do not have access to old account because I was never able to create with at that service address. It kept saying it could not find my address when trying to create. I always paid in person at the kiosks in store.

(edited)

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1 hour ago

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XfinityDemetrise

Official Employee

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362 Messages

Sounds like I may need to take a closer look at your account.  Please follow the steps below to send a direct message.  @user_p0a9gk

 

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.  A "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.

 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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