Visitor
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1 Message
Complaint about Zoe
My precious billing statement was billed under a nickname, I called in March to get it changed to my legal name, today is May 26 2026 (2 months later). Zoe answered and said I had to wait 2 billing statements. That won't work for me as I explained to her this has become an urgent matter (need to verify my address asap) so I asked to speak to a manager or someone in IT who can help in this matter. She had me on the phone repeating the same thing ("you have to wait for 2 billing cycle ") and refused to transfer me to a manager for 40 mins.
XfinityAlfonso
Official Employee
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2.6K Messages
16 hours ago
Hello user_9iw1qp thank you so much for taking the time to reach out here via our Xfinity Forums regarding these bill change questions. Both agents who have assisted you are correct, billing name changes can take up to 2 billing periods to reflect in paper or digital form, as changes reflect on future billing statements. This cannot be forced or pushed ahead, as we do have to factor in the date of the change request and your bill cycle dates, however the changes themselves will be fufilled in that period.
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