Billing Issue

Good evening @user_fjo8zv! Seeing a charge remain on your account after being told it would be waived would definitely raise questions, especially after taking the time to visit a store for assistance.

Because this involves account-specific billing information and notes from a recent store interaction, we'll need to review the account directly to verify what was discussed and whether any adjustment was applied. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
 
Here's the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here.