$250 charged for unauthorized unused Mobile line – refund denied without explanation

I am requesting assistance from an Xfinity employee regarding escalation [Edited: "Personal Information"] and a $250 billing dispute involving a second Xfinity Mobile line.

I also want to correct a misunderstanding on my part that arose during my recent contacts with Xfinity. I had not realized that my Home Internet and Xfinity Mobile services were being billed and paid separately. I mistakenly believed that the approximately $105 I was paying each month represented my combined Internet and Mobile cost. After reviewing my bank and credit-card records, I discovered that my Internet was actually being paid separately.

I accept that I was mistaken about that portion of my billing, and I have already explained this to Xfinity. That misunderstanding is not the basis of this $250 dispute.

The $250 dispute concerns a completely separate issue: a second Xfinity Mobile line was added to my account without my knowledge or authorization. I never requested the line, did not know it existed, and did not know Xfinity was taking money from me for it.

When I contacted Xfinity on August 11, the representative reviewed my account and confirmed that I had never used the line. The representative calculated that I had paid $250 associated with it, told me that $25 had been credited, and submitted the remaining $225 for review.

During that same conversation, I specifically asked Xfinity to cancel the unused line. The representative sent me the deactivation approval, I reviewed it and typed “I agree.” I was then told that the cancellation had been successfully requested.

I subsequently discovered that Xfinity did not complete that cancellation, and the line remained on my account until I contacted Xfinity again and had it permanently deactivated.

Escalation [Edited: "Personal Information"] has now been closed and my refund request denied, but I have been given no explanation for the denial.

I am not disputing my legitimate Home Internet service or my legitimate Mobile service. I am specifically disputing approximately $250 charged for a second Mobile line that I never requested, never knowingly authorized, did not know existed, and never used.

I have retained the August 11 chat transcript documenting Xfinity's statements, the credit request, and my authorization to cancel the line. I can provide that information privately to an Xfinity employee.

Please review the denial, explain the specific reason it was denied, and reconsider the full $250 refund.