Two accounts created for one address causing duplicate charges

The issue I am experiencing with Xfinity. I began an internet service with Xfinity for an apartment I rented starting on May 11, 2023, at a monthly fee of $35. However, I recently discovered that they increased the fee to $66.05 on September 4, 2025.

In addition, I purchased a home and decided to continue using Xfinity Internet from July 22, 2024, paying $64.18 monthly. I kept the original account active as my friends were using it. When I opened the second account for my home, they offered me a package where I would pay an extra $64.32 for two phone lines (my wife’s and mine) if I switched from T-Mobile to Xfinity, which I accepted.

I set up autopay to avoid dealing with multiple bills every month. Despite receiving monthly notifications, I felt that the charges were too high. Upon further investigation, I realized that Xfinity had been charging me for the phone service on both accounts since September 2024. They took 18 payments totaling $1,137.44 for a service that was not provided.

Today, I called Xfinity and they disconnected the inactive phones on my home account. However, when I requested a reimbursement, they initially said they could only reimburse the last month, then offered $120, and finally $250. I mentioned that I would consult my lawyer about the situation, as I do not understand how they could charge me for the same phone service on two accounts. They apologized but stated that they could not issue a full refund because I discovered the issue too late. This seems unreasonable to me.

@user_g4ln31 Thank you for sharing your recent experience with our team so we can jump in and provide assistance with your reimbursement request. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

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