Visitor
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1 Message
Duplicate account escalation
A new account was established for my same home address. When I called to have the other account canceled the xfinity employee canceled the wrong account. I have made 13 calls to resolve this. Most recently I was directed to a manager and was disconnected after being ON HOLD FOR 40 MINUTES.
I have been a Comcast customer for over 25 years and I am livid.
XfinityJustinC
Official Employee
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1.2K Messages
1 day ago
Hello, @user_wejmnb thank you for reaching out over Xfinity Forums and creating post. You've contacted the right place for assistance, I'm sorry to hear of the experience with the duplicate account being opened, and the incorrect one closed when trying to get resolved. We appreciate being part of the Xfinity family for 25 plus years, and I'd definitely like to help get this corrected.
Since I will need to gather some information to locate and authenticate your account, and we don't want that in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
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