Account on hold

Hi,

My mother in law has been out of town for quite some time.  Last year when I spoke with Xfinity, they said that there was a minimum time frame to hold the account but that it would not be put back into service until we requested it.  I also know that there was still a small monthly fee to hold the service.  That is fine.  If you check the account, you can see that the service has not been used since she has been away taking care of her son who has cancer.  I noticed a while back that the account was put back into service and regular fees are being charged.  I used the chat and it was no help. It is very sad that she has been gone so long, but I spoke with someone a few month ago and it was not much help.  First, I was told that it would be taken care of.  Then I was told that only 1 month would be refunded.  If I can't take care of this, I will just cancel the account.  Since she isn't there, it really doesn't matter.  I really wanted her to have the phone service when she came back, even if she didn't have the internet service.  Please let me know what you can do for me.  This started I want to say at the end of 2022.  For some reason (the Xfinity assistant person first said it was a technical error that would be taken care of and then said that it was put back in service April of last year).  I was very frustrated and ended the chat.  Unfortunately, I haven't had much time to pursue this issue as I have had other things to deal with.  At the time that I was using the Assistant feature, I believe the charges were up to 600 dollars.  I'm sure it's more now, and I know I cannot expect to get everything back.  I'm just really disappointed after having used Xfinity for so long for my own home.  Please let me know what you can do as the Assistant chat offered me $79 back, and I'm sure that I'm still being charged for this.  I think the billing goes to an email that we don't check very often.

Thank you.