Accounts are a mess

I need help correcting a move that has resulted in multiple Xfinity Internet accounts, duplicate service/billing, and unwanted equipment.

I moved within the same building from <Edit for personal information> to <Edit for personal information>. I was an existing 1 Gig customer with a 60-month price guarantee. My written order from July 29 showed a $10 customer discount plus “1 Gig for 60 months” -$40, with an estimated monthly bill of $61.31. My September bill also showed the 60-month guarantee continuing through May 18, 2031.

During the move, Xfinity told me the service had to be cancelled/reopened because the transfer would not activate correctly. On September 16 I received a move confirmation showing 1 Gig, “1 Gig for 60 months” -$50, and an estimated monthly bill of $61.31.

Since then, my accounts have become a mess.

I currently have three residential Internet account endings associated with this situation:

• <Edit for personal information> — original Apt 306 account, previously billed $61.32/month
• <Edit for personal information> — now showing a $61.32 bill due October 17
• <Edit for personal information> — now showing a $71.32 bill due October 18

As of October 7, my Xfinity account interface appears to show two active Internet plans across these accounts.

I was also sent additional Xfinity equipment even though I specifically told Xfinity not to send me additional equipment.

I previously spent approximately 3 hours and 20 minutes on the phone attempting to resolve the move and account issues, including being disconnected during a transfer. I do not want to resolve this through another phone support chain.

Please have someone review all three residential accounts and:

1. Identify which account and gateway are actually providing service to <Edit for personal information>.
2. Keep one 1 Gig Internet service active at <Edit for personal information> with the pricing/60-month guarantee I had before the move.
3. Close any duplicate Internet accounts created as part of the move and backdate the closures appropriately so I am not charged for duplicate service.
4. Reverse any duplicate or incorrect charges.
5. Confirm in writing the account number that will remain active and its monthly pricing/discount expiration.
6. Identify the serial number/account assignment of the extra equipment that was sent to me and provide a prepaid return method. Please do not make any equipment/account changes that could disconnect my currently working Internet service until the correct active gateway has been identified.

Please keep communication regarding this issue in writing.