Ongoing Billing Issue with Xfinity: Refund and Cancellation Delays

My ongoing billing issue with Xfinity started when I noticed I was still being charged after canceling my service at [Edited: "Personal Information"] on Dec 20th,2024. I reached out to Xfinity several times to clarify the situation. I tried using the Xfinity Assistant and live chat to dispute the charges, request a refund, and confirm that my service had been fully canceled.

An agent reviewed my account and told me that the cancellation was in a "pending disconnection" state. After escalating the issue, another agent confirmed that I was eligible for a refund of $145.94, which would be processed within 10-15 days once everything was finalized.

They provided me with a case ID [Edited: "Personal Information"] and assured me that my account would be fully closed in 4-5 days, with a confirmation email sent to me once that happened.

However, it’s now been three weeks since I was told my refund would be processed, and I still haven’t received it. I haven’t gotten any follow-up emails or updates about the status of my refund or account closure. I’m feeling pretty frustrated and stuck at this point.