Ongoing Billing Issue – No Refund Issued After Multiple Contacts

I am dealing with a very frustrating billing issue with Xfinity Mobile and I’m hoping someone here can help escalate this.

We purchased an iPhone online through Xfinity. The credit card was charged over $1,000, but the charge never appeared properly in our Xfinity account.

Here’s what happened:

• We placed the order online.

• Our credit card was charged (we have the statement as proof).

• The charge never posted correctly to our Xfinity account.

• Customer service repeatedly told us they “never received payment.”

• We disputed the charge with our credit card company.

• The charge was rebilled.

• We paid again.

• The charge still never posted properly.

Now we have over $1,000 tied up, and despite multiple calls and chats with different representatives, the issue is still not resolved.

At one point, customer service admitted it was a wrong charge and said a refund would be issued — but that refund never happened.

We are simply asking for the refund for the incorrect charge. This has been ongoing and extremely stressful.

Has anyone experienced something similar? How did you get it resolved? Is there a way to escalate directly to a billing specialist or executive support?