Visitor
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1 Message
Moved Service, new account number, old account still being billed
I moved from an apartment into a new house in the middle of December and set up the move through Xfinity. When I received my bill for January, I realized that I was being charged for both my new address and a balance transfer for my previous account address as well. I have been unable to unlink my previous address from my account, and anytime I try to modify the services for the previous address, it says I need to contact the account owner because I do not have permission to modify services, even though I am the only user profile on the account. My internet and Flex are working great at my new house, but I definitely don't want to be paying for a service at my apartment that I am clearly not using.
user_bb801b
Contributor
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167 Messages
4 years ago
Inconvenient but solvable with a bit of documentation. Keep the statements and consolidate in email or paper letter to xfinity billing.
As for the account changes, its usually tied to the equipment i.e. gateway from previous residence and any converter or other device needing returned.
Assuming the gateway from the apartment was returned, it usually takes a few billing cycles to sort things out..
Just my .2 cents.
Thanks and good luck.
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EG
Expert
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112.2K Messages
4 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
(edited)
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XfinityVianney
Official Employee
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2.4K Messages
4 years ago
Hi, @user_e9ecc9. Thank you for reaching out. I'm happy to hear you took us with you during the move. If the previous account is disconnected, it will likely give you that message if you try to modify the service since it's inactive. I did want to cover the balance transfer that you may see after a move/transfer. This doesn't mean you are paying for two accounts and two different locations. Typically, that is simply the final balance left over for the "old" account. It normally consist of any prorated charges/credits for the short period you had service before moving to the new location. I hope that helps clear things up.
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