New account created when changing to a different plan at same address

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Greetings @user_ba9mt1, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issue you are having with the accounts, what might have happened is when you went online to change the plan, instead there was a second account opened in order to get specific pricing, and the account you had is probably set for cancelation. We can take a look and see if that is the case. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

Thanks for trusting us to get this sorted out @user_ba9mt1. If you need anything else in the future, we are only a post away. Cheers!