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double billing at a single family residence

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double billing at a single family residence

My ex-boyfriend opened an account with Xfinity after I moved out and called to cancel my service in November 2019. I was told that, since Xfinity will not open two accounts on the same single family home, that no further action was needed once my ex opened his account. 

 

I just noticed I've been paying cable and internet at that address this entire time. When I called customer service to be disconnected and dispute the charges, I was blamed for being careless in not noticing these charges earlier on. They suggested I have my ex put me on his account so I could see why there were two accounts at that address, since they couldn't discuss his account details with me. This is nonsensical and beyond unfair. What recourse do I have?

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Expert

Re: double billing at a single family residence


@LissieMerry wrote:

My ex-boyfriend opened an account with Xfinity after I moved out and called to cancel my service in November 2019. I was told that, since Xfinity will not open two accounts on the same single family home, that no further action was needed once my ex opened his account. 

 

I just noticed I've been paying cable and internet at that address this entire time. When I called customer service to be disconnected and dispute the charges, I was blamed for being careless in not noticing these charges earlier on. They suggested I have my ex put me on his account so I could see why there were two accounts at that address, since they couldn't discuss his account details with me. This is nonsensical and beyond unfair. What recourse do I have?


You can't have two accounts at one address, and unless you had him on your account to make changes, he couldn't cancel your account.  He's probably been using your account, then, for the last year.  It almost sounds as though the CSR is giving you a run-around for some reason.  It's obvious your account is still active at that address.  The only other thing I can think of is that your ex-boyfriend "split" the address in order to get service in his name.

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Official Employee

Re: double billing at a single family residence

Hello @LissieMerry, thanks for reaching out to us on our Forums page. We appreciate you letting us know about this billing concern. We definitely want to get to the bottom of everything and I would truly love to assist you with doing so. 

 

Can you please send me a Private Message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message". 


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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.
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