Double Billing on Xfinity Account

I am writing regarding a very frustrating and ongoing issue with our Xfinity internet account. When we started service in November, we were unknowingly charged twice for the same service—once under my account and once under my husband’s account. Unfortunately, we did not realize this until last week.

After spending over six hours on the phone—being transferred multiple times and having to repeat our story and personal details repeatedly—Xfinity representatives finally closed my account and reconfigured service under my husband’s account. During that call, the supervisor confirmed we had been double billed from December to the present (over $600) and assured me we would receive a refund. I was also promised a follow-up call from a manager the next day, as well as a check-in the following evening to ensure everything was resolved.

It has now been nearly a week, and I have received no calls, no updates, and no refund. This situation is extremely frustrating, especially given the amount of time we have already spent trying to fix a billing error that was not our fault.

I am requesting immediate action to resolve this issue and a refund for the months we were double charged. If this matter is not addressed promptly, we will have no choice but to escalate it through social media, the Better Business Bureau, and our credit card company. However, I remain hopeful that you will help us resolve this issue without further delay.

Thank you for your prompt attention to this matter.