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Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Hello and thank you for reaching out, @user_01y0hc. You've come to a great place for help! Our team is excellent at resolving billing concerns, and it would be our pleasure to take a closer look at things for you. May I ask when the two phone calls took place? Our credit policy has limits, so we'll unlikely be able to go back to September with adjustments, but I want to make sure we keep any specific dates in mind as we research. Also, go ahead and send us a direct message to continue when ready.

How to send us a direct message:

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.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!