Overcharged for a line I never activated

Hey Xfinity, I have a billing issue. For the past 18 months, I have been charged for a second line I didn't ask for and Xfinity Care on a second device that I never ordered or received.

This totals $67 a month of extra charges since November 2024. I have been trying to get it cancelled and the charged refunded. I have connected with support on the app, over the phone, and in person in one of your stores. Each time they tell me they have cancelled the line, but the charge still turns up each month. I was told on two occasions that I would get a full refund (at the time it was $1052, would be more with the latest monthly charges now), yet the money never turned up, and I was told today it was company policy to ony refund 3 months back. Is it also company policy to overcharge your clients for a line that was never activated and a device that never existed? I was then left on hold for 10min before I eventually hung up.

I'm very frustrated by this. I've had about 10 conversations across all your platforms about this issue, and it never gets solved. I just want my bill to be what it should be and I want my money back that you incorrectly took from me. It should be such a simple task but it has taken hours of my time just to go around in circles and get nowhere.

Please advise who I can speak to in order to resolve it.

Cheers,

Matt