Xfinity has been double billing for old mobile account and my current one. The cell phone number I once had was closed out by Xfinity.

I purchased a home and started a new Xfinity account for that home because I was still at the old address needing services there as well until the move was done.  These horrible issues began on December 22 2025. I went into my xfinity app to pay my mobile bill and I noticed that the amount that I should pay was not there and I could no longer pay through the app. I called xfinity and the rep said that they were receiving a lot of calls because the system is having issues and the problem should be cleared up in a few days. She said to check back in the app and I should be able to pay for my mobile services, but when I went back into the app a few days later the same issue was occurring and I could not pay my mobile bill. I could not pay it over the phone either. So January 4th 2026 comes around and my cellphone service doesn’t work anymore. I call the company and the rep said that my cellphone service has been suspended due to non payment!

I spent one week without any service because I couldn’t make the payment through the app or over the phone. 

Oh my goodness, I explain to the rep that I can’t even pay the bill through the app or over the phone. Well, I had to get a new mobile account with new cell phone numbers for the two lines I had. This meant that my phone number that was associated with my Business interactions for the past 11 years was gone. Wait, It gets better, I set up that new account and around February 2026 I get this whopping bill for $218.00 for the old cellphone account that I have had no access to, while I am paying for the new account as well. I call in and finally after 8 hours of being on the phone OVERSEAS one of the many reps I spoke with said, oh, the reason why your other account cannot be accessed is because that account was closed out about the time you no longer had access. Keep in mind that I had that mobile account ported over two months after my move by October 2024. I had moved August of 2024 but it took xfinity two moths to get my mobile account ported over connected to my new account. They finally close out that old account almost One year and a half later….. My nightmare is not over yet, I have been given the run around since December 2025 when they closed out that old account they still bill me for my old cell phone account faithfully every month. I literally get charged for two mobile accounts and they have given me a few refunds but this last time that they double billed me again May 5 2026, the rep said we will not give you a refund until we review this account and in 7 days we will get back to you. 
At this point I am shopping for a new mobile provider, security, home phone, wifi etc. 
I will no longer speak highly of Xfinity. They are a third rate, third country provider. 
They have treated my situation with complete indifference. I was very patient but finally after this last experience when they shipped my new cell phone orders to the old address EVEN WITH A TICKET NUMBER ATTACHED instructing  them to send to my current address, they did not even refer to the ticket on that order. I normally do not resort to telling people that they are complete idiots but this time I did. God forgive me, but I can do their job better and follow through. I said that as well. They even said that my old cell number is the one attached to my mobile account Lolol 

I said really, yes that is true because I call my old cell number that I used for my business for 11 years and I still get my voicemail.

Nothing is resolved and those cell phones that I had ordered, I forgot to state that one had been canceled before it was shipped and I saved the chat transcript that showed it was canceled before they shipped it. I asked the rep why they shipped it anyway and she said we do not have the transcript of that chat. Meaning, it doesn’t matter what we stated we can act oblivious to any commitments we have made and they did just that.
Would you believe they shipped it anyway and to the old address as well. I have been lied to over and over. They told me back in February not to worry about being double billed again because they had closed out that account. SMH 🤦‍♀️ That is not what transpired, I have spent more than 80 hours being passed through their system over the phone and they were not helpful and very sarcastic. I am seriously looking for new services for my home and the cell phones. 
XFINITY YOU ARE A POORLY RUN COMPANY. I am tired of dealing with your reps who sound like scripted bots!