Duplicate Account Created by Xfinity Resulting in ~$1000 Incorrect Billing

In October 2024, I moved out of town and paused my Xfinity internet service because I was still under contract. I was informed that the service could not be canceled and that the account would remain paused with a $10 monthly pause fee.

In May 2025, when I returned, I contacted Xfinity to resume my service. Instead of resuming my existing paused account, the representative mistakenly created a completely new account and activated service under that new account while also resuming my original account.

As a result, I have unknowingly been paying for two residential internet accounts since May 2025, even though only one service was being used. I trusted that the representative had simply resumed my paused service and was never informed that a second account had been created.

I only discovered this issue today after contacting customer service. The representative acknowledged that this mistake occurred on Xfinity’s side, but I was told that only three months of charges could be refunded.

The duplicate billing has been ongoing for much longer, and the incorrect charges total close to $1,000. Since the duplicate account was created due to an error by the Xfinity representative, I am requesting a full refund for all incorrect charges and closure of the unnecessary account.

I would appreciate a prompt investigation and resolution of this matter.