Overcharged and Xfinity refuses to apply credit

I started Xfinity service in August 2024 with total charges $55/month ($89 base price minus promotions including $24 off for two years, $10 off for autopay, and free xFi complete for two years). The following month, the free xFi was removed and we were charged $25/month for it. Multiple attempts to contact Xfinity over the course of several months did not result in the issue being solved, but every agent I spoke to confirmed that there was some error and that they would be looking into it.

In the absence of any action by Xfinity, I had to turn off Autopay in order to avoid being overcharged $25 monthly. Because I had to remove Autopay, I have been manually sending in payments in the amount of what I contractually owe Xfinity. In January, my service was disconnected due to an (incorrect) outstanding balance despite months of trying to get the charges corrected. Because both my partner and I work from home, we were unable to work and had to take the day off while he spent 7 hours on the phone with Xfinity trying to restore service. We were ultimately given a $125 credit for the mistaken xFi charges from September-January, but have not been credited for the other mistaken charges resulting from the xFi error.

I tried to call Xfinity billing to explain this issue but I was repeatedly spoken over and the person on the other end refused to stop talking and listen to what I was saying. He also refused to transfer me to someone else. So, because I was shouted at and denied the opportunity to explain, I am typing it here: 

At $55/month for the months of August, September, October, November, and December, total charges to my account should have been $275. I have made payments to Xfinity in amounts of $55, $106.36, $50.68, and $63, for a total of $275.04. I have not yet paid the additional $110 for January and February because the disconnection of my service on January 6 caused my spouse and I to miss a day of work and therefore a day of pay, totaling $290 between the two of us. That loss of a workday was due 100% to incompetence and foot-dragging by Xfinity about an issue that was brought to your attention months in advance and repeatedly, both of which are well-documented. The loss of $290 by my household is also verifiable in a court of law, should that be route Xfinity chooses. 

The following charges need to be removed from my account: 

- $25 for xFi complete in February (despite everything, that is still a recurring charge on my account)

- $10 late fee dated December 24 (I paid on time what I actually owed and repeatedly attempted to contact Xfinity to correct my bill amount)

- $12 reactivation fee dated January 08 (it was Xfinity's error that caused my service to be shut off)

- $40 ($10/month from November) for the Autopay discount I would have been able to keep on the account if not for the monthly overcharge. In the rare moments after I got a word in edgewise with the billing representative yesterday, I was told that turning off Autopay was "my choice" and that Xfinity had not "forced me to do that." This is plainly ridiculous, as it is fully Xfinity's fault that I was being overcharged and you would have had no incentive to fix my issue if I had allowed you to continue overcharging me even when multiple of your own agents acknowledge there was a mistake. 

- $30 in credit I was given on October 13 for service outages in my area. I forgot to apply this credit when I was manually entering the payments of my true amount due, as evidenced by the fact that the amount I have paid reflects the full $55/month charge at the time of my last payment. 

In total, this is $117 in charges that only appear on my account because Xfinity made several mistakes and took months to address any of them. I am willing to have a further conversation with Xfinity about the verifiable loss of income incurred on the 6th of January, but I am not willing to discuss the $117 credit Xfinity plainly owes my account. Once those charges have been removed, I am willing to make a good faith payment for January and February and continue the conversation about how an arrangement can be reached going forward about the $290 and 7 hours spent on the phone getting service restored (again, evidence can be provided of both of those things).