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Associate Made Duplicate Account via Misspelled Email

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New Poster

Associate Made Duplicate Account via Misspelled Email

I'm a new customer, I filled out all of the application data last night. This morning an associate called me to help walk me through the process of getting the rest set up. We had a hiccup due to me not understanding how my apartment address worked, but that was fine.

 

Then came the time to set up the account in full. And I never got a verification email link. Turns out the associate had misspelled my email by one letter (onni rather than the omni I told her), and when we troubleshot that issue I pointed it out and told her - assuming that she was going to correct it.

 

But no. Now I have a duplicate account with all my information and account settings arranged with an email that can never be verified because it's misspelled, meanwhile there's ANOTHER account  that is still inactive but waiting WITH the right email. And because of that I CANNOT change my email because that email is associated with another account: MINE!

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New Poster

Re: Associate Made Duplicate Account via Misspelled Email

Also, here's my account info:

 

# of account with the misspelled email: [REMOVED]

 

Given that this account has everything set up, I would love to just change the email address to the correct one, but I cannot do that because - account - to properly spelled email address is associated with the one I initiated the service subscription with.

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Official Employee

Re: Associate Made Duplicate Account via Misspelled Email

We were able to remove the other identity the customer had created which only had their email and the correct username, then send an invite via to their current account to verify the address, and they were able to modify their username in My Account and set up Two Step Verification.

 

If you're also experiencing this issue, please post your own thread. The best thing to do is to invite the email you'd like to use in question, and remove it and add it to your current identity. 

 

Reminder: Your Xfinity ID is your email and mobile number, usernames are legacy and can still be used, but the quickest way to get into your account are the first two options if they are both verified on your identity. 


I am an Official Comcast Employee on the Identity Product Team and the Serviceability team at HQ.
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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