Billing Issue

Notes from Xfinity phone call with Melanie on 8/9/24:

I worked with Customer Service reps (Melanie and Antonio) on 8/9/24 at 12:45pm regarding a billing issue.  We transferred our service during our move in July 2023. We have been wrongfully charged from July 2023-August 2024 for an account that should have been deactivated.

[Edited: Personal Information] was deactivated in July 2023 and account [Edited: Personal Information] was activated in July 2023. I called back on July 3, 2023 to confirm account [Edited: Personal Information] was deactivated because new tenants were moving into the apartment we moved out of. Xfinity confirmed that it was deactivated, therefore account [Edited: Personal Information] should have been our only active account. Since then, I have been billed $1,556.80 for an account that should have been deactivated.

A refund for $448.98 was received on 9/4/24 [Edited: Personal Information]. We are waiting for an update on the remaining refund of $1,107.82.

Notes from Xfinity phone call with Rahul on 9/24/24:

I spoke to Rahul on 9/24/24.  He opened a new ticket number for the remaining refund - [Edited: Personal Information].  I received a text on 9/24/24 stating it would be resolved in 3 days.

[Edited: Personal Information] was closed out on 9/24/24 at 2:10pm and a new ticket [Edited: Personal Information] was opened at 2:18pm.  This ticket states that it will be resolved in 4 days.

[Edited: Personal Information] was closed at 2:21pm on 9/24/24. Someone from Xfinity called at 2:25pm on 9/24/24 and I requested a callback at 3:30pm. No one called back.

Notes from Xfinity phone call with Aastha on 10/9/24:

I spoke to Aastha on 10/9/24 around 10:50am.  Aastha said they would raise the refund ticket to the dedicated refund department who will contact me in 5-6 working days.  [Edited: Personal Information] was opened on 10/9/24 at 11:09am.  I received a text confirmation that they expect to resolve the ticket in 3 days.  Aastha directed me to follow up in 4-6 days and that I would receive email updates.  Aastha reassured me that my ticket wouldn't be closed out immediately following our chat.

[Edited: Personal Information] was closed out on 10/9/24 at 11:23am but nothing was resolved.

This needs to be resolved.  I am tired of repeatedly going through the process of opening tickets for them just to be closed out and unresolved within minutes.  I have wasted hours trying to work through this issue.  I need an update on the remaining refund of $1,107.82.