Escalation Needed: Cancellation Not Processed & Continued $101 Charges

I need assistance from a supervisor or escalation team regarding repeated billing and cancellation issues on my account.

I have already contacted Xfinity twice and have complete transcripts of both conversations.

On August 13, I contacted Xfinity after my monthly bill increased from approximately $51 to $101. After discussing cancellation, the representative confirmed that my service would terminate on September 24, confirmed it would not renew, and assured me that I would not be charged anything additional.

Despite this, I was charged another $101.

I contacted Xfinity again on September 13 and made it very clear that I wanted my service canceled immediately and the $101 refunded. The representative specifically confirmed that my service would be canceled effective September 13 and told me the cancellation process would be completed by September 21. I was also told I would receive the $101 refund and confirmation by text/email.

It is now September 22. My account is still active, I have not received the promised refund, and I just received notification that another $101 bill has been generated and is due October 12.

At this point, I do not want to go through general customer service for a third time or be offered another plan. I am requesting escalation to someone who can review the previous interactions, complete the cancellation effective September 13 as promised, issue the $101 refund, remove the new $101 bill, and confirm that no additional charges will occur.

I have both complete Xfinity chat transcripts documenting everything above and can provide them privately.

Please have an Xfinity representative assist me with escalating and resolving this matter. Thank you.