Chat refund offer not being honored

Because of a 16 hour time difference, at reconciliation, there was an erroneous roaming charge on my bill that was quite high. I was able to verify with everyone I spoke with that. I had the required data coverage at the time. But I’m being told that I cannot submit a ticket for escalation, that I cannot submit a billing dispute because there’s no process for that for Xfinity mobile, and I was refused to supervisor every time I asked for one. The chat had been my first stop, and the representative had offered to refund $100 of 104.89 charge, but the refund never went through.

Thank you for clarifying, @user_3r69nd. Was this for your Xfinity Mobile account? If that's the case here, then I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.