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Transferred service to a different state but still getting charged for both accounts

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Transferred service to a different state but still getting charged for both accounts

Xfinity has terrible customer support and I am on the verge of canceling my service. I have chatted and spoken to many agents over the last month to help me with my move, and I feel I have been lied to every single time. I recently missed my Tennessee payment by one day because I didn't realize I had to set up an entirely new account when I transferred my account (I thought I still had autopay set up). I tried to pay my past-due bill but wasn't able to - my account said I was up to date. I then found out I was charged on my Florida account that was supposed to be closed - I was told by three different people the account would be closed, so how did I get charged? I can't even see that account anymore because my account credentials are now linked to my Tennessee account. I tried to resolve this with a chat agent and he said I was up to date on all my bills and not to worry. However, I still don't know what I was being charged for on my Florida account.

 

I now receive an email saying I have a past-due balance on my Tennessee account of the bill I tried to pay earlier this month. I just tried calling support and waited on hold for 25 minutes. I reached an agent and told her my issue - she put me on hold again and I was reset in the queue for another 25 minutes. I scheduled a call for the next available representative and am now waiting in a chat queue.

 

I need to speak to a supervisor to resolve my accounts and billing because I believe I am being overcharged. Please help me resolve my account or you will lose a loyal customer.

 

UPDATE: To any customers who read this, I finally was able to get in touch with chat. Rissa was very helpful in solving my issue. I just wish I could speak to great agents like her more often. I wouldn't get so flustered and confused if all agents provided consistent service and information.

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Expert

Re: Transferred service to a different state but still getting charged for both accounts

@vicnick95 

Your issue has been escalated to the Comcast Team available to the Forums. A member of that team will reply to your post as quickly as they are able, so check back often.

In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy. You can read about our PM Policy here.


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Official Employee

Re: Transferred service to a different state but still getting charged for both accounts

Hi vicnick95, I am so glad Rissa was able to get this taken care of for you. Feel free to create another post if you need anything else. Have a good day. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!