Separate Xfinity accounts under the same address ISSUE

In December 2022 I called Xfinity to sign up for the ACP. I successfully signed up and instead of switching the account to ACP or closing the account and opening a new account, Xfinity created a new account for the same address (single dwelling household), same individual, same social security. I've had family issues for the last 2 years or so and never noticed. I've been calling Xfinity the last 3 weeks to no avail. I've chatted, texted, opened multiple cases and they get closed immediately or within 24 hours. Customer service have been no help and i spoke with almost a dozen of people.

I need some serious help. I've overpaid more than 600 dollars the last (almost) two years. I have an infant who needs 24 hour monitoring and don't have the luxury to keep calling.

My ask:
1. I need full reimbursement of paying for the account that should've been closed.

Please help.

Responses

XfinityRichard

Official Employee

•

1.9K Messages

1 year ago

Hi there, @user_f7lw4z! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to look into your account concerns and get it escalated. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
Click the "New message" (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

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user_f7lw4z

Separate Xfinity accounts under the same address ISSUE

XfinityRichard

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