Issue: “Customize Plan” Added a Second Plan Instead of Replacing the Original

I’m posting because I discovered a billing issue that genuinely doesn’t make sense.

I used the “Customize Plan” option and selected a less expensive plan, fully expecting it to replace my existing service. Instead, Xfinity added a second internet plan to the exact same address, apartment number, and login.

It doesn’t make sense that I would want or need two internet plans at a single apartment. There’s no realistic way for me to use both at the same time, and I never intended to create an additional plan.

I only realized this a couple days ago, and I’ve been charged for a second plan that I didn’t know had been created. I have been using my internet as normal, but I was doing so under the assumption that my plan had been customized/changed. I did not knowingly use or manage two separate plans.

At no point did the site indicate that I was opening a new line of service. The button was clearly labeled “Customize Plan,” not anything suggesting I was adding a new plan, and it was created under the same login information, address, and apartment number.

I’m looking for:

1. Cancellation of the extra plan

2. A refund or credit for the charges related to it

3. An explanation of how using “Customize Plan” resulted in two plans at one apartment

If an Xfinity rep could help resolve this, I’d appreciate it.