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user_0ywn97
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Visitor

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3 Messages

Wednesday, July 29th, 2026 7:24 PM

Duplicate Account Reappeared on Profile

Hello  Xfinity team,

Hello,

I just accessed the Xfinity app and received another alarming message from the Assistant indicating that I have a duplicate account.

I was under the impression this ongoing issue had been fully resolved after working with Mario (Manager) following my formal grievance earlier this year regarding multiple unauthorized accounts created under my name.

Could you please clarify why this issue is resurfacing and confirm that my profile is secure? Please review the attached screenshot for details.

Regards,

Laila V 

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58 minutes ago

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XfinityAdrienne

Official Employee

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2.1K Messages

8 days ago

Hey there, @user_0ywn97! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the online profiles, it certainly is not what we want for our customers. I would be more than happy to dive into the account with you and ensure everything is cleared up. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_0ywn97

Visitor

 • 

3 Messages

1 hour ago

The original issue has still not been resolved. On top of that, all of my Xfinity Rewards (Perks) have suddenly vanished from the account, and the AI assistant keeps getting stuck in a loop without ever connecting me to a live agent.

Is there a way to actually speak with a human representative to get these issues resolved, or should I start looking for a new internet service provider?

Thank you.

1

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XfinityAlyssaA

Official Employee

 • 

2.9K Messages

 

Good afternoon @user_0ywn97, and thank you for reaching back out on our Community Forums. We appreciate the opportunity to help.

 

We're happy to address your account and Xfinity Rewards concerns. To confirm, are you still receiving notifications indicating that you have a duplicate account?

If so, may I ask:

  • Have you previously transferred your service, or cancelled an account and opened a new one?
  • When did you first notice that your Xfinity Rewards benefits disappeared?
  • Have you tried logging out and back in to your account?
  • Have you tried clearing your browser's cache and cookies or accessing Rewards from a different browser or device?
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