Visitor
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1 Message
I need help with a duplicate account issue
I have a duplicate account issue that has caused me to spend MANY hours chatting with agents. Even though the last agent said the inactive account had not been removed, it has not, and I'm still having issues. When I log in to my account, I'm not offered a choice between the two accounts, but it won't let me change a payment method because it says my account is invalid. I've been an xfinity customer since it was Comcast and only had cable TV, and I've never had such a problem. Does xfinity have an ombudsman or some other way to fix this?
EG
Expert
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118.3K Messages
7 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKam
Official Employee
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222 Messages
6 hours ago
@user_uwwsax Thank you for taking the time to share those details, and I can see how ongoing account access issues like this would be frustrating, especially after the amount of time you’ve already spent working on it.
Duplicate account concerns like this typically need to be reviewed on the backend to make sure the inactive profile is fully removed, and the active account is properly linked for online access and billing changes. While there isn’t a direct ombudsman process through this platform, we can take a closer look at the account setup with you and help get this routed correctly.
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:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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