Formal Complaint – Duplicate Account, Incorrect Billing, and Cancellation of Phone Line Before Transfer PIN Was Provided

I am submitting a formal complaint regarding serious account, billing, and mobile service issues that I have been unable to resolve despite contacting Xfinity more than four times.

In April 2026, I opened a new Xfinity account at my address in order to take advantage of a promotional offer. At that time, I already had a second mobile line and specifically expected the sales representative to add that line to my new account. Instead, the second line was apparently placed on a separate Xfinity account, even though it was under my same name and service address.

As a result, I was charged separately and significantly more for the second line, when the line should have been approximately $20 per month under the applicable offer. I was not aware that Xfinity had created a separate account for this line.

Billing issue

On September 13, 2026, I called Xfinity to cancel my service. During that call, the representative reviewed my account and told me that Xfinity had created a separate account for my second line and that this was the reason I had been receiving the additional charges.

The representative told me that she had submitted a refund request for the overcharges.

I subsequently contacted Xfinity again because I had not received any update regarding the refund. None of the representatives I spoke with could find the information or notes regarding the previous interactions.

Mobile line / transfer PIN issue

During my September 13 call, I was also trying to obtain the transfer PIN for my mobile line so that I could port my number to another carrier.

Unfortunately, the representative canceled my primary mobile line before providing me with the transfer PIN. The call then disconnected before she could assist me with obtaining the PIN.

Approximately one hour later, I called back. Another representative told me that she would work on getting the line reactivated so that I could obtain the transfer PIN. She also told me that she would make sure the situation was taken care of and would call me back by Wednesday.

I never received that call.

On September 17, 2026, I called Xfinity again to follow up. After speaking with multiple representatives, I was transferred to a supervisor named Adam.

Adam told me that he could not see the second account, could not see the overcharges, and could not assist me with the transfer PIN because the line had been canceled. He stated that he only saw that my second line had been canceled in April and told me that there was nothing Xfinity could do.

This directly conflicts with what the September 13 representative told me after reviewing my account and identifying the separate account as the reason for the additional charges.

I spent more than three hours dealing with Xfinity representatives over these issues, only to be told that there was no record of the problems I had previously reported.

I was also extremely disappointed by my interaction with Supervisor Adam. I attempted to explain the history of the issue, but he repeatedly refused to acknowledge what I was telling him and would not meaningfully investigate the matter. I found the interaction unnecessarily dismissive and unprofessional.

What I am requesting

I am asking Xfinity to conduct a full review of the account history and all associated accounts under my name and service address, including:

Identify the separate account that was created for my second mobile line in April 2026.

Review all charges associated with that account and determine the amount I was incorrectly overcharged.

Process the refund that I was previously promised.

Review the September 13 call and determine why my mobile line was canceled before I was provided with a transfer PIN.

Determine whether the line/number can be recovered or otherwise provide a reasonable solution that allows me to retain and transfer my phone number.

Review the notes and recordings associated with my previous calls, including the September 13 and September 17 interactions.

Provide me with a written explanation of what happened and what Xfinity is able to do to correct these issues.

I am not asking for special treatment. I am asking Xfinity to investigate what appears to be an account setup error, correct the resulting billing problem, and address the consequences of the mobile line being canceled before I was given the information necessary to transfer my number.

Please escalate this matter to the appropriate Executive Customer Relations/Executive Resolution team rather than directing me back to standard customer service, as I have already made numerous attempts to resolve this through that channel.