Billed for Xfinity Modem Rental for Several Months - Contacted Agent over 20 times: Issue Not Resolved!

Hello,

I have contacted Xfinity beyond 20 times at this point to try to get this finally resolved. It's been impossible to have someone to fully resolve this. I've used the Chat Function, as well as the 1-800 number. Each time I am "assured" that my issue will be resolved. Most recently provided with the ticket number of #[Edited: "Personal Information"] on November 29, 2024. And as of my most recent bill, I still have not received the credit that I am rightfully owed.

I was being charged $15/month for the internet xfinity rental modem beginning in February 2024 through September 2024. Totaling $120 for those 8 months. We never had an Xfinity internet modem in our possession and have always used our own modem, which can be clearly seen on all the statements where it clearly states this supposed modem is not in use and to contact Xfinity to gt corrected. I was finally able to get the Agent to remove the modem from future bills after so many attempts that I have truly lost count, I am sure you have record of my contact. However, I am still owed the $120 credit for the 8 months that I was billed for an Xfinity Internet Modem.

Each time I end the conversation with the Agent (if I am not disconnected inbetween chat sessions, which has happened multiple times and then I have to explain the entire situation all over again) I am told I will be issued the $120 credit on a future bill.

We are now nearing the end of the year and this is STILL not resolved. Luckily the internet modem is no longer showing on my latest bills but I am still rightfully due the $120 credit for the 8 months I was charged for something I did not use and did not even have in my possession. Please issue this $120 credit immediately. I've had no success and as you can imagine I am beyond frustrated. If this does not get resolved I will no longer choose to do business with Xfinity and suggest the same to friends and family.

It simply should not be that difficult to get this resolved. The situation is clear, it's even clearly stated on your own statements.

Please let me know when I can expect to receive the full $120 credit I am rightfully due. I have never had such a terrible experience in my lifetim with customer support, or lack there of and Xfinity making it nearly impossible to get anything resolved or speaking to someone competent enough to take care of the situation.

I really do not want to switch internet/cable providers but I will most certainly do so if this is not resolved quickly.

Please advise as soon as possible.

Thank you,

Anna