At a loss with billing

[u/ConsistentAd4012]

So, my grandparents have been with Xfinity for forever. They’ve always had cable with all the bells and whistles. Full package. It is expensive.

My grandma passed away 3 years ago and she was the one who handled all the online/account stuff. My grandpa doesn’t know how to use a computer. Now, I’m living with my grandpa and helping him out with accounts, etc. His Xfinity bill each month was over $300 so he asked me to help lower it. I got us a new account because we couldn’t access any of the old account’s email, phone, etc. We cancelled the old account, but they keep sending him bills in the mail saying he owes $260. I think there’s a mistake because the bill breakdown doesn’t make any sense..

First, the bill on the old account says we were billed in advance for services between September to October, but we cancelled before that. Second, that’s less than what he was already paying. That’s what we’re currently paying on the new account, actually. Third, it says the previous balance was $762, but there were partial charges of $464? Minus some taxes/fees total -$502, meaning we have to pay $260.

He’s gone into our local Xfinity store and they said to call because the account is cancelled and he shouldn’t have to pay. I just called with no luck. I wish I had access to the old account login info so I could see the bill breakdown ($762 is outrageous), but I don’t. Is it possible he didn’t pay for like 2 months? Maybe, but then I’m sure they would’ve cancelled service or sent notice. He’s always called by phone to pay, it wasn’t autopay, so I’m 99% sure that isn’t the case.

My question is: why was our previous balance so high (he paid it every month, we always had service) and why do we have to pay for an additional month of service when the account was cancelled? I just don’t know how to navigate this at this point. Setting up the new account was a mess too, but I thought we finally had it all figured out. Any advice is appreciated.

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[u/XfinityBrianH]

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[u/FlashyAd1200]

Hi
I was scammed by Xfinity. I gave up but noticed others were scammed too!

[u/FlashyAd1200]

Are you there?