Double Billed and Want Refund

Hi

Thanks for getting back to me. 

In this case, was billed for 11.25 months though no fault of my own. So, why am I unable to get the full refund?

Shouldn't there be an exception to the policy in cases like this?

Further, xfinity representatives made commitments on the phone -

# One offered a refund of $450,

# Another stated that once an investigation happens would get a full refund

# Finally another stated a full refund was going to happen.

How is this possible if the policy is  everything?

Shouldn't xfinity stick to these commitments?

Thank you

Yes. I have been with xfinity support multiple times and escalated to a supervisor too - Here is the history

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On Aug 2 2026, noticed I had been getting billed twice for the past 10 months.

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Called xfinity on 08/03/26. (duration - 1 hour 30 mins)
They stated that there were 2 accounts and in 1 of them there was no active line but was still being billed 76.55/month.
The rep stated that the account with the unused mobile line would be cancelled and offered a refund of 450 dollars.
Asked for a full refund (746.26).
Was told that an investigation  [Edit: Personal Information] had to happen and someone would contact me within 1-7 business days.

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Did not receive any call from an investigator.

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Called xFinity again on 08/14/2026. (Call Duration - 2 hour 27 minutes)
Was told that the investigation case was closed due to wrong type of request. (Did not receive any notification to that effect)
This time around the rep stated that a fraud investigation [Edit: Personal Information] would be opened and someone would contact me within 5 business days.

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On 08/16/2026, was once again charged $76.40 for this account that was supposed to have been cancelled.

A fraud investigator called me on 08/17/2026. They stated that there was double billing and an investigator would call me the very next day. 

Asked them if the ECM would be open and he stated that it would be closed and the investigator would take over. 

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There was no call from an investigator the next day.

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Called xFinity again on 08/20/26 (Call Duration: 33 minutes)
The rep stated that the full refund (746.26 + 76.82) would happen within 5-7 business days.

They also confirmed that the inactive account was closed and no more billing would happen.

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Did not receive any refund

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Once again called xFinity support on 09/02/26 (Call Duration: 46 minutes)

The rep stated that the account was not yet closed and that the only option was a refund of 223.27
Asked to talk to a supervisor.
The supervisor was very discourteous - spoke to someone else in a different language while I was explaining the issue
Then he stated that 4 months worth of refund was the only option irrespective of who was at fault.
He gave a 1 minute ultimatum to either accept the $223 refund or nothing would be given
Tried to explain that this is unacceptable and wanted my full refund. He disconnected after 1 minute.

Thank you

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