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user_faiy8m
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11/04/2026 5:58 AM

Duplicate account

I recently took out broadband services with Xfinity. After my first month, my banking app notified me of a duplicate  charge. I called Xfinity and they confirmed there were two accounts in my name. I spoke to 4 different reps who passed me cold on to the next without resolving the issue. Nobody appears to know how to resolve this. How do I proceed?

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1 hour ago

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XfinityPaula

Official Employee

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2.5K Messages

1 hour ago

 

user_faiy8m Good morning to you! I love that our banks offer those added alerts to help us know what payments are being processed. I'm sorry that we seem to have two accounts created for you causing this issue. You found the best team to help out. Since this is specific to your account can you please send us a direct message with your name and service address?
We will need to verify the account and work from there to correct the system and remove the duplicate account. 
 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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