How can I escalate an unresolved billing dispute with Xfinity beyond regular customer service?

Hi everyone! I’m looking for advice on how to escalate a billing issue with Xfinity because I’ve contacted customer service multiple times, including speaking with a manager, and I still haven’t received a clear resolution.

I’ve been an Xfinity customer since 2021, and I’ve stayed with the company through different circumstances. For years, I paid around $40 per month under a promotional plan. I was unaware that the promotion had expired until I logged into my account and saw that my bill had increased to $90 per month. My account showed $90 for the previous month and another $90 for the following month, totaling $180. I made a $90 payment because I believed I owed for two months.

When I contacted customer service to find out what happened, the representative explained that my promotion had expired, reinstated the promotional rate, and assured me that I would receive a credit. When I asked how much the credit would be, I was told that the amount was not yet known but that I should see it reflected on my account.

When the credit never appeared, I called a second time. That representative explained that it was because of a change within my billing cycle, even though I was unaware of any such change. I was assured that the issue would be corrected after the billing cycle ended. I waited as instructed, but the credit still never appeared.

I contacted customer service again, only to be told that I would receive just half of the credit. At that point, I asked to speak with a manager because I was frustrated with receiving different explanations every time I called.

Unfortunately, the conversation with the manager was just as frustrating. She offered me $20 for the inconvenience, and when she apparently overheard me expressing my frustration during the call, she said she could add another $4. Honestly, the way this was handled felt dismissive, as though adding a few extra dollars would make up for the fact that I had been promised a credit and had spent so much time repeatedly contacting customer service.

My concern was never simply about receiving a small courtesy payment. I wanted an explanation and a resolution to the original billing issue. I was promised a credit, followed the instructions provided by the representatives, and continued to follow up when it never appeared. I don’t understand why I keep getting different answers or why the original issue remains unresolved.

My question is: Who can I contact to escalate this beyond regular customer service and the manager I already spoke with? Is there an Executive Customer Relations team, a corporate escalation department, or another official channel that can review my billing history and the promises made during my previous calls?

I would appreciate advice from anyone who has dealt with a similar situation or successfully escalated an issue like this. I would really like to get this resolved fairly without having to keep calling customer service and repeating the same story.

Thank you!