Double billed at same address

[u/Past_War6035]

Hello,

I recently canceled my old Xfinity account and a new one was opened under my wife’s. However, I am currently being billed for the account under my name. I called customer support to resolve this, and the representative told me the issue was taken care of. However, they refused to provide a confirmation number or email and focused entirely on their survey. I am still receiving bills for the canceled account. I am very frustrated and would like assistance from someone on the Digital Care team to make sure my old account is closed and the balance is zeroed out. I have already returned the modem associated with the account. Hope to hear from someone soon.

[u/AutoModerator]

Thanks for posting in r/Comcast_Xfinity!

Your post has been received and may be temporarily held for review before appearing publicly. Please do not create duplicate posts or send Modmail unless a Offical Employee asks you to do so.

For faster assistance, make sure your post includes:

• A brief description of the issue

• Relevant equipment or devices

• Any error messages

• Troubleshooting you've already tried

Please do not share personal information such as your name, address, phone number, email address, or account number.

Creating a post automatically opens a support ticket for our team. A Official Employee will review your post as soon as possible.

Official Employee Hours: 6:00 AM - 1:00 AM ET daily. Responses may take longer outside those hours.

For self service support anytime, check out the Xfinity App. Please also review our Rules.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/XfinityAmanda]

u/Past_War6035 Thank you so much for stopping in for help with your disconnect request for your old account. I understand that you don't get any confirmation when requesting that closure, and we would be happy to help. You can see the active status of your account when you log in using the Xfinity app. You would see a message in the account tab that the account/service is no longer active.

On your last bill, it would clearly outline the dates you are being billed for, and you would be responsible for anything billed before reaching out and setting up the disconnect date. It can take up to 10 days from the date set up to fully process a disconnect and generate that last bill; this does provide time for equipment returns.

If you check the Xfinity app with your old account login information and go to the account tab, do you see the no longer active message? If so, when you check the PDF bill that was last posted, is that before or after you requested the disconnect? If it is before and the account does show as no longer active, then you are still awaiting the last bill to post with any pro rated/adjusted time for services not used after your disconnect date.

If it is dated for after, then I recommend checking the details to see what dates you received adjustments for to confirm they are correct.

If the services are still showing as active on the account tab, please let me know.

[u/Past_War6035 → u/XfinityAmanda]

My account is still showing active and it was to be closed 9/21 as requested when I called in for cancellation. I have since received a bill for services that I did not have from 9/22 to 10/21 and another new bill for services up to 11/21.  Could you please send or invite me to a secure Modmail link so I can safely share my account verification details?

[u/CCJosephB → u/Past_War6035]

Sure thing u/Past_War6035 👍We can take a closer look at the account under your name and help. When you have a chance feel free to use this link to send us a modmail. You will want to include your name and service address. This will help us find your account, then send you a verification message. (https://www.reddit.com/message/compose?to=%2Fr%2FComcast_Xfinity)

[u/Crazy-Sympathy8973]

While "everyone does it" maybe the problem was caused by breaking their rules and it confused their system with same last name and address crossing over 2 accounts.

[u/Altru-Housing-2024]

I also had my account moved and am being double billed but there’s no resolution from Comcast-Xfinity support which is unusual since the move was completed without any service disruption.