My account still active after disconnect order was system-canceled

Hello Xfinity Digital Care team. I need online-only, written assistance closing one older Xfinity Internet account.

A separate new Xfinity account at the same address is active and working and must not be changed. A prior disconnect order for the older account was placed, but Xfinity chat agents confirmed that the system canceled it. The older account appears to remain active and billing is continuing.

Please invite me to send a private message to Xfinity Support so the correct older account can be reviewed securely. Before I authorize a new disconnect order, I need written confirmation of the exact effective and stop-billing dates, which services will close, any Stream Box return obligation, the final bill or credit treatment, and that the separate new account will remain unaffected.

I prefer online written support only; please do not arrange a callback.

Thank you.

[Edited: “Personal Information”]