billing error support needed

In September 2025, we began being charged for a monthly plan which we did NOT want nor authorize and asked that it be removed from our account.

Over the months since the onset of this problem, we have contacted customer service  agents  to address the error, but this adjustment was never applied even though each time we spoke with an agent, we were told it would be corrected. 

Our last attempt to get to a solution resulted in us physically going down to the Williston office and speaking with a live representative. He did not know how to help us and directed us to the “virtual assistant” there in the Xfinity Office. At the close of the conversation with the v.a. , he assured us that the problem would be taken care of and told us that we would receive NO bill in either December or January.  The charge would be ZERO  dollars for each of those months, which he reiterated again at the close of the conversation. 

A January bill arrived last week,  and the problem is still there.

Our bill is now past $1,200.!!  We have been making regular payments during this time, using our fee schedule that was in place at the time the billing error was made.

 We require assistance from a representative with the executive authority to apply the full credit and restructure our service to what we initially had .