Had a Payment Arrangement Set Up...Just to Pay For the Same Bill Twice

I am hoping that someone from Xfinity who has the ability to actually help will see this, because my experience with customer service has been completely unacceptable.

I have been going through financial hardship, so I contacted Xfinity in advance and arranged a payment plan for my July bill. Fortunately, I received money earlier than expected and paid my balance in full several days before the scheduled payment date. My account reflected a $0 balance, and I had no outstanding amount due.

Despite that, Xfinity still processed the scheduled payment today, withdrawing money that should never have been taken since my bill had already been paid in full.

That unexpected withdrawal has left me unable to pay other essential bills for the remainder of this week.

To make matters worse, I contacted customer service four separate times trying to resolve this issue. I was repeatedly transferred to the wrong departments, given conflicting information, hung up on, or connected with representatives who could not provide any meaningful assistance. Finally, one representative informed me that a refund would take 15–30 days and suggested that I "might as well just leave it on the account and use it toward my August bill."

That response is completely unacceptable. I do not need the money in August. I need the money that was incorrectly withdrawn now. Suggesting that I simply wait weeks for funds that never should have been taken in the first place demonstrates a complete lack of understanding of the financial impact this has on customers.

I made every effort to do the right thing. I proactively contacted Xfinity, arranged a payment plan, paid my bill early, and ensured my account was current. Despite all of that, I was still charged, and now I am dealing with the consequences of an error that was not mine.

This has been one of the worst customer service experiences I have ever had and I want a resolution or at the very least an apology since not one person I spoke to offered one.