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user_keuqy2
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Visitor

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1 Message

09/30/2026 6:50 AM

Xfinity is charging me for 2 accounts they somehow made me and no one will respond. Paying two internet and one cable. Insanely ridiculous

Hello,

I need help correcting a duplicate account and billing issue.

I contacted Xfinity to cancel my previous account and establish a new account. The old account was supposed to be canceled, but it was not. I now have two Xfinity accounts and I am being billed for both.

Please review both accounts, immediately close the account that should have been canceled, and refund/credit any charges that resulted from Xfinity continuing to bill the old account after it was supposed to be closed.

I would also like written confirmation showing which account is active, which account has been closed, and the total amount being refunded or credited.

Please let me know what information you need from me to locate both accounts.

Thank you.

Question

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Updated 

8 hours ago

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XfinityOrlandoM

Official Employee

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3.8K Messages

8 hours ago

@user_keuqy2

Thanks for reaching out to us. We do apologize for any inconvenience. To be a new customer you can't have Xfinity services for 90 days, so if you went on our website and set up a new account at the same address under the same name, what happens it confuses our system, so it will put a pending disconnect on your old account, but it will not close the account as it will come up as an accounting error due to the same name and same address location.

 

If the old account is closed and the new account is kept open, our accounting team could possibly flag your new account and disconnect it due to going against our 90-day policy for new customers.

 

I'll be happy to look into both accounts for you and get this all resolved. To get started please send me a direct message including your first and last name and complete service address

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

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