False billing for 4 months

[edit: personal information]

My bill should be around 140 per month.. this month I am being charged 240 for 2 unlimited lines and 2 cell phone payment.

Support promises to help but never does.. here is my latest transcript.

--- Conversation on 07/21/2025 ---

Xfinity Assistant (06:58 pm): Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.\n\nThinking about your online interaction, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.\n\nMsg&DataRatesApply. STOP to end survey msgs.

--- Conversation on 07/22/2025 ---

Xfinity Assistant (10:32 am): Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.\n\nThinking about your phone call with us, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.\n\nMsg&DataRatesApply. STOP to end survey msgs.

--- Conversation on 07/29/2025 ---

Xfinity Assistant (09:34 am): Your automatic payment of [edit personal information] to Xfinity has processed - thank you. Review bill details here: https://customer.xfinity.com/billing/servicesTxtHelpOrStopMsg&DataRatesMayApply

--- Conversation on 08/06/2025 ---

Xfinity Assistant (06:32 pm): Good evening, [edit: personal information], Thanks for being an Xfinity customer. Let's see what I can help you with. Ask me anything or pick an option.

Xfinity Assistant (06:32 pm): You may be experiencing service interruptions.

Xfinity Assistant (06:32 pm): You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience.

[edit: personal information] (06:32 pm): I want to set up an email address for my wife

Xfinity Assistant (06:32 pm): I have a few email addresses on file for this account: Email 1: [edit: personal information] How else can I help?

[edit: personal information] (06:32 pm): Can I add an email address?

Xfinity Assistant (06:32 pm): I can link you to My Account where you can add a new user or update your account info. Please select what you would like to do next.

--- Conversation on 08/11/2025 ---

Xfinity Assistant (09:21 am): Good morning, [edit: personal information], Thanks for being an Xfinity customer. Let's see what I can help you with. Ask me anything or pick an option.

Xfinity Assistant (09:21 am): Additional suggestions and FAQs

[edit: personal information] (09:22 am): Billing and payment

Xfinity Assistant (09:22 am): \n Primary Address [edit personal information]

Xfinity Assistant (09:22 am): Before I help you, I see you have multiple addresses linked to your username, and I want to make sure we're on the right one. Right now you're logged into your account at [edit: personal information] .If this is the correct address, select \"This is the right account\". If you need a different address, select \"Switch account\". 

[edit: personal information] (09:22 am): This is the right account

Xfinity Assistant (09:22 am): How can I help with your bill?

[edit: personal information] (09:22 am):  Help with a billing issue

Xfinity Assistant (09:22 am): I can help with your billing issue. What's going on?

[edit: personal information] (09:22 am): Incorrect charges on my bill

Xfinity Assistant (09:22 am): Here are some ways I can help. What would you like to do?

[edit: personal information] (09:22 am): Dispute a charge

Xfinity Assistant (09:22 am): To dispute a charge, I'll need to connect you to an agent. What would you like to do?

[edit: personal information] (09:22 am): Chat with an agent

Xfinity Assistant (09:22 am): OK. I'll put you in touch with a live agent now.

Agent (09:22 am): Hi [edit: personal information], thank you for contacting Xfinity. My name is Ajay. How may I help you today?

nullAgent (09:23 am): Thank you for contacting us. You have reached the right person to assist you.

Agent (09:23 am):  I will surely check the status of the account and billing details to help you with the same. 

Agent (09:24 am): Please allow me some time to review the account.

nullAgent (09:24 am): Thank you.

Agent (09:25 am): Just to confirm, are you referring to the mobile services with us or internet services?

nullAgent (09:27 am): Thank you for confirming.

Agent (09:28 am): I can see you have four lines with us. May I know the devices you are getting charged for?

nullAgent (09:29 am): Thank you for sharing 

nullnullAgent (09:31 am): [edit: personal information], as I am from the internet billing team, I do not have the access to remove the mobile bill. For that, we have a dedicated mobile billing team. Shall I connect your chat?

nullAgent (09:32 am): Thank you, please allow me a moment.

nullAgent (09:34 am): Hi, welcome back! This is Sakshi. Please give me a moment to review the conversation so we can pick up right where you left off.

nullAgent (09:34 am): Thank you.

Agent (09:35 am): [edit: personal information], may I know if you are referring to the mobile charges on your account?

nullnullAgent (09:37 am): I sincerely apologize for this. Please do not worry; let me check your account and help you with your concern.

nullAgent (09:37 am): Thank you.

nullnullAgent (09:37 am): Thank you.

Agent (09:39 am): May I know if you are referring to the [edit: personal information], this device?

nullAgent (09:39 am): Thank you for confirming.

Agent (09:42 am): As I checked your account, I can see the order for [edit: personal information]. This device was ordered on 2:39 AM EDT on Apr 16, 2025. This device is a replacement for [edit: personal information].After that, I see you exchanged this device for a [edit: personal information] on4:45 PM EDT on Apr 19, 2025. Is that correct?

Agent (09:42 am): Also, your return order number is Return[edit personal information].

nullAgent (09:43 am): Please elaborate so I can check that for you.

nullnullnullAgent (09:47 am): Thank you for explaining. Please do not worry; let me check your account and help you with that. I will explain everything to you.

nullAgent (09:49 am): May I know if you have returned the device for [edit: personal information]?

nullAgent (09:49 am): Thank you for confirming.

nullnullAgent (09:51 am): As I have checked the account from my end, I can see that the return order was placed at 4:45 PM EDT on April 19, 2025. It is still showing as pending due to the charges for this device payment. Please do not worry; I can help you raise the ECM ticket so our backend team can work on it and assist you with the refund for the device.

Agent (09:52 am): Shall I help you with that?

Agent (09:52 am): Thank you for helping me with this detail.

nullnullnullAgent (09:55 am): Thank you for confirming. I want to inform you that I can help you raise the ticket. After that, our team will check and assist you with the refund, which will take 7 to 10 days. For now, the best I can do is adjust the charges from your current billing as a one-time courtesy. As you are a valuable customer, I will do my best to help you with your concern.

Agent (09:55 am): Shall I help you with that?

nullnullAgent (09:56 am): I can understand your concern, but as I can see, the return order is already pending. Due to this, you are incurring charges, and it is still in process.

Agent (09:56 am): Please do not worry; let me check and help you with that.

nullAgent (10:01 am): I am working on your account, so you will receive a refund for the device. However, due to our limited access, we are unable to remove all charges. I can remove the charges from your current billing and help you raise a ticket with the advanced team.

nullnullAgent (10:05 am): I understand your perspective and truly respect your concerns. However, since the device was returned at the store, we don’t have access to store return orders. Additionally, returned devices are received and graded by Assurant, which handles the evaluation process. The best I can assist you with is by escalating your concerns to our higher team and raising a ticket for you so they can check on their end as well. Since the returned device is received and graded by the Assurant team, you can also reach out to them regarding the refund. You can contact the Assurant team at 1-855-884-9771.

Agent (10:05 am): For real-time updates, I hope this works for you.

Agent (10:06 am): Please rest assured I'm raising the tide for you in the meantime.

nullnullAgent (10:09 am): I understand your side, and I truly empathize with your situation. I'm also a customer, so I can relate—especially these days when every penny counts.

nullAgent (10:10 am): However, please rest assured that once the device is received and recorded on our end, the refund will be processed automatically to your account.

Agent (10:10 am): Your welcome

nullAgent (10:12 am): Sure, no worries! One moment, please.

nullAgent (10:13 am): I also raised the ticket for you, and [edit personal information] is your ticket ID. You will get the resolution between the time frame of 08-25-2025 10:12:08 AM.

Agent (10:15 am): Just to be sure, are you reading the billing cycle: [edit personal information], correct?

nullAgent (10:18 am): Thank you for letting me know. Please allow me a moment to add all the details and assist you in the best way possible.

nullAgent (10:18 am): Check*

Agent (10:21 am): After I have checked your bill, it includes:- [edit personal information]

Agent (10:23 am): And please rest assured, I’ve raised the ticket on your behalf. Once all the details are verified, our team will contact you and assist with the best possible resolution, including any applicable refunds.

Agent (10:24 am): And your bill will be back to normal.

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