Credit Isn't Showing on My Account

BACKSTORY: I initiated my service and received my modem a week prior to my move-in date (3/27). Unfortunately, the modem did not come with a coaxial cable. While inconvenient, I resolved this myself by purchasing one.

The real issues began on move-in day (4/1), when I discovered I was being charged significantly more than what I had agreed upon when setting up the plan. I went into an Xfinity store the same day my service started to address this. The representative there corrected the billing discrepancy in my account — or so I was told. However, a few days later, I received a bill reflecting the original, incorrect amount.

This led to a second in-store visit (4/4), where I was again told the issue would be resolved and a credit would be applied to my account. That credit has yet to appear.

At this point, I have made three trips to an Xfinity store and spent considerable time and effort trying to fix a problem that should never have happened in the first place. I am also extremely frustrated that I cannot get in touch with a real person on the phone to discuss these issues, and that in-person visits seem to be the only option — even though they’ve been ineffective so far.

MAIN PROBLEM: The credit has not showed up on my account anywhere. When I click the link from the text Xfinity sent me saying my ticket has been resolved, it brings me to a page that says, "Good news, you'll receive a $60.00 credit on your account for your recent courtesy request." When I then as the Xfinity Assistant where my credit would be, I click on the link it tells me to and it shows no credits, only the incorrect billing amount. It has been over the 10-day period for it to show up. PLEASE HELP.