Question about account

I spent three days getting my account straightened out after an agent mistakenly added a second account at my address after I asked to make some changes.

I scheduled a call yesterday and the agent I talked to was able to deactivate the second account. I thought everything was fine but a message was left on my phone today from someone who said they were calling from the audit department. I was not able to call back within the hours listed, so I thought I would check here to see if all is well with my account. Thank you:

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XfinitySeth

Official Employee

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1.4K Messages

2 hours ago

Hey there Ms_CherB 👋 We definitely don't want there to be any confusion regarding the status of your current account and the one that had been disconnected, so we'd be happy to check things out for you! To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

You can see how to send us a direct message here,

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

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Ms_CherB

Question about account

XfinitySeth

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