Account created without my knowledge

During a recent address change, Xfinity mistakenly created two separate accounts in my name. I was only aware of and actively managing one of these accounts, which I made regular payments on. The second account was created without my knowledge, access, or authorization, and I was unknowingly being charged for it.

I began receiving repeated messages stating that my account would be closed due to nonpayment. This was very confusing, as I was making payments consistently and saw no missed payments on the account I had access to. I contacted an Xfinity representative, who investigated the issue and informed me for the first time that a second account existed.

I was told that because I could not access or view this unknown account, it would be closed. After it was closed, I was informed that any remaining balance would roll over to my active account. This rollover never occurred. Despite this, I continued receiving messages regarding nonpayment, while still having no access to the account or any way to resolve the issue.

I have now been informed that this unknown account has been sent to collections. This situation is extremely unfair and is negatively impacting me due to an error that was not caused by me. The account was created without my knowledge, I was denied access to it, and I was assured the issue would be resolved internally — which did not happen.

I am requesting the following:

• Immediate removal of this account from collections

• Correction of any impact this has had on my record or credit

• Written confirmation that this matter has been fully resolved

Please review this situation as soon as possible, as I should not be held responsible for an account that I did not authorize, could not access, and was told would be handled by Xfinity.