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Billing error
Hello, I need help with a billing error and closing a duplicate account.
On May 12, 2026, I changed my internet plan to a cheaper one at my address: [Edited: "Personal Information"].
Instead of updating my existing account, the system accidentally created a brand new duplicate account. As a result, I am being billed twice every month for both the old and new accounts, even though I only use the new one. There has been no data usage on the old account since May 12.
Here are the details:
- Old account (to be canceled & refunded): [Edited: "Personal Information"]
- New account (active/keep this one): [Edited: "Personal Information"]
- Service Address: [Edited: "Personal Information"]
- Date of change: May 12, 2026
Please close the old account ([Edited: "Personal Information"]) and backdate the cancellation to May 12, 2026. I would also like to request a full refund for the charges made to this old account over the last 3 months. Thank you."
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