Multiple months charged for TV service we didn't order

We use Xfinity for Internet (cable). During a routine call with an Xfinity rep on 10/14/25 to discuss options for going with fiber, a review of our charged uncovered a substantial issue. We were being billed for cable TV, despite never asking for this service, and never having a cable box. The issue appears to go back to 2019 when we established our account while living in an apartment in Philly, and the error followed us to our house when we moved out of that apartment.

An *estimate* of what we overpaid is:

5 years x 12 months = 60 months

60 months x $50 = $3000

On 10/14/25, the rep removed the cable TV for that moment moving forward, but we are still trying to get satisfaction for the previous charges. It has been over a month now (11/17/25), and despite navigating Xfinity's terrible phone support multiple times, we can't seem to get anyone capable. One rep from the Loyalty Team, Ruby, did a detailed analysis of the past few years and determined the issue was with a Choice Double play bundle of some sort, which did not convert properly after it was discontinued, leaving us paying for something we didn't want. Also, there was no confirmation of us ever signing up for cable TV.

We "cut the cord" as early as 2012 before moving to Philly. Why in the world would we add that expense in 2019? So I maintain this is an issue on Xfinity's side and would like a competent *supervisor* to review this. The last two people I spoke with (including Ruby) said they would call me back with an update. But days go by with no update. We are now on week 4 of this debacle and we simply want it resolved with an appropriate refund of the wrongfully charged amount.