Billing dispute — confirmed cancellation request from August 7, disconnect incorrectly processed as August 15

Hi,

I'm following up on a billing dispute that has not been resolved through chat support after speaking with two agents and a supervisor.

Documented proof: I have a saved chat transcript from August 7, 2026, in which I explicitly requested to end my service. I moved out that same day, and my new address began Xfinity service on August 7, 2026 as well (account #5431).

Despite this, my old account (#0653) shows a disconnect date of August 15, 2026 — an 8-day gap with no explanation. When I asked a supervisor (Ankit) to check the original order, he confirmed the disconnect order itself shows a creation date of September 5, 2026 (today) with a disconnect date of August 15, and a change reason of "Moved To Connected House." This suggests my original August 7th cancellation request was never properly processed at the time, and the order I'm now seeing was only just created.

Based on my actual cancellation date of August 7, 2026, I was billed:

• July 14–Aug 13 cycle: $65.13 → should be prorated to 25 days used (~$52.52), a $12.61 credit
• Aug 14–Sep 13 cycle: $75.13 → should be a full refund, since I had zero access to this address after Aug 7

That totals $87.74 owed in credit. I was offered $72.71 in chat, based on the incorrect August 15th disconnect date.

I have the August 7th chat transcript available to send as proof if needed. Could someone with account-editing access correct the disconnect date to August 7, 2026, and adjust the credit to $87.74?

Thank you,

W.S.

Old account #: [X653]
New account #: [X431]