Billing issue, unable to send DM

Hello,

I’m writing to resolve a billing issue related to account [my private info] with service address [my private info].

As XFINITY’s records will show, I visited a store location to cancel service. At that time, I requested and was assured services would be cancelled a few days later on Sept 11 so as to avoid an early termination fee. Weeks later on Oct 1, I contacted XFINITY via telephone as my account was showing a balance due which is incorrect as services were cancelled. On that call (review the recording if you like), I was told I would be receiving a refund for the correct prorated amount to my bank account on file. This did not occur. I also checked with the representative as a $10 “One Time Charge” was showing under upcoming charges with no additional details available. I confirmed my understanding with the representative multiple times during this call.

Today, I reviewed a new statement with a balance due of approx. $7 and the inclusion of an ETF. To resolve this matter, I am requesting XFINITY issue a corrected statement that shows accurate proration of my final bill to Sept 11, 2025 (services originally were ordered on Sept 7, 2024) and the removal of the erroneous $10 ETF charge.

I’ve submitted the above complaint to BBB serving Metro Washington DC, Metro Philadelphia & Eastern Pennsylvania, but do not yet have a confirmed complaint number. I will take additional action if this is not resolved by the new bill due date of Nov 14, 2025.