Customer Service Moving My Service

Xfinity issue — duplicate accounts, unauthorized equipment, and poor support

I moved service and ended up with two Xfinity accounts instead of a simple transfer. New equipment is being shipped to me without authorization, even though the existing gateway was the same model used at the new address and worked when plugged in. A $15 charge appeared on the order confirmation with no explanation.

I spent two days in chat and a 45‑minute phone call trying to resolve this. When I initiated chat from my account I was chatting with a sales agent (I believed I was contacting customer service), and the communication across chat was inconsistent and confusing. Please review the phone and chat transcripts — you should have records.

Requested actions:

• Close/remove the duplicate account.
• Cancel/remove any unrequested equipment shipments and related charges.
• Remove any services added without authorization.
• Explain and remove the unexplained $15 charge if it’s related to unrequested items.
• Confirm my original plan, discounts, and included services remain unchanged.
• Provide written confirmation once corrected.

Thanks — hoping someone from Xfinity Support or Executive Customer Relations can review and escalate.