Two accounts created at one address, portal lockout, then sent to collections while under corporate escalation

TDM Systems LLC ordered Comcast Business Internet at one address in March 2026. On the day of the order, Comcast's order screen said our email was already tied to another Comcast Business account. We sent that screen to the sales rep the same morning and asked in writing not to be billed for two accounts. He replied "Got it, thanks!"

Comcast's own disconnect form of May 14, 2026 later states the reason as "Two accounts at same address, only one is needed," with early termination fee liability of $0.00.

From May onward Comcast wrote to us that our email was stuck in a backend system Comcast could not access. Comcast closed that ticket as corrected. The access link Comcast sent returned a Comcast error page. We were never able to reach the portal, invoices or the payment page.

Comcast disconnected the service in July for non payment. A Comcast senior business account executive then wrote to us that two accounts were created without our authorization, that billing statements were not received, that the line was disconnected by mistake, and that Comcast would pursue credits.

On August 27, with a corporate escalation case open, Comcast placed the account with a collection agency for $765.13. That figure includes a $280.00 early termination fee and a $150.00 unreturned equipment charge, even though Comcast's own August 19 notice said the equipment charge would not be turned over to outside collections.

Corporate escalations has offered to waive the two charges only if we first pay and open a new account. We have declined that in writing.

We have every Comcast document on this. We are asking for the collection referral recalled, the two charges removed, the duplicate account number deleted, service restored on the existing account, and a corrected statement. Who at Comcast Business can do that?