NOW 3 YEARS: "BILLING ISSUE- NO ONE SOLVING FOR 2 YEARS, NOW COLLECTIONS"

I am returning as the issue persists and Xfinity is refusing to cancel their collections. 

First link: https://forums.xfinity.com/conversations/billing/billing-issue-no-one-solving-for-2-years-now-collections/66d5e0ecfe78ce56eb172ca5 

I'm posting here out of frustration and a sincere hope that someone at Xfinity will finally step up and take responsibility for this situation.

In 2021, Xfinity mistakenly created two accounts for the same address, resulting in me being charged twice every month. This went unnoticed until I discovered the error in 2023—by then, I had been double billed for a total of $2,260.04.

Despite following all of Xfinity's instructions (including canceling the second account as told), I am now in collections for that account. My credit score has been damaged, and no one at Xfinity has been willing to take ownership of this mistake.

Earlier this week, I contacted Executive Customer Care, where the first representative acknowledged the issue and assured me that similar cases are reviewed and approved at the director level, even if outside the 90-day dispute window.

But then I was assigned a case manager [Edit personal information], who:

• Clearly had not reviewed my case in full

• Dismissed the issue as “outside the 90-day window”

• Refused to escalate despite acknowledging the duplicate account charges, and seemed to imply I was using services somehow from both accounts.

• Claimed the matter was “resolved” simply because he didn’t agree with my resolution request

I asked for a new case manager, a supervisor review, or escalation—all denied.

This situation is outrageous. I have clear evidence of double billing to one service address, and Xfinity’s own reps have confirmed that it’s a known error. Yet I’m being forced to suffer the consequences of Xfinity’s mistake while being stonewalled from any resolution.

If anyone at Xfinity can step up to review this properly, I welcome it. I will be independently seeking resolution via the links below throughout this week.

BBB: [Edited: "Solicitation"]

CFPB: [Edited: "Solicitation"]

FCC: [Edited: "Solicitation"]