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user_whvq44
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Thursday, October 16th, 2025

Question about double billing

I transferred my parents' service when they moved into their senior living community from an apartment back in August - but they have been getting invoices mailed to them under a completely different account number which doesn't even have their name on it, and it's very unclear which account is their "real" account - the one that needs to be paid/continued. 

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2 days ago

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XfinityPeterH

Official Employee

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2.3K Messages

2 days ago

 

user_whvq44 I would be reaching out if I were in your shoes too. Let's get the account pulled up and take a look. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
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  3. Click the "New message" (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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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