overcharged twice

this all began on march 3rd 2026. I noticed an increase in my bill before the end of my contract terms, so I called for an explanation. I never got an explanation but the representative almost immediately started discussing service plan options. I was offered a 5 year plan that included a disney/ Hulu bundle, peacock+ and more, with a locked in price of $50 a month. to my surprise the representative never processed my order and long story short I had to file a BBB claim to get the mater resolved. I spoke with an executive from xfinity who listened to the call and sided in my favor. I was told that the $95 I was charged on 3/3/26 would be prorated across March and April but that didn't happen. for far ive been charge $190 for those 2 month and I just recieved an email on 4/9/26 that $ -21 was being charge to my account for my May bill. ive called twice when I received my April bill to try and again resolve this issue and I was told absolute nonsense that was in no way true, trying to convince me that I wasnt overcharged when I was. however, each call end with representatives telling me I was correct and that I would recieve a refund.  they initially wouldn't agree to a refund and tried to tell me that the overpayment would be again prorated. intold them that was unexceptible and demanded a refund. I was told my refund would show in my account in 48hrs. that was nearly 2 weeks ago and ive yet to receive my refund. ive reached out the executive that told me initially that my march payment of $95 would cover march and April but he has yet to reply to my emails. if it werent for the 5 year locked in price I would certainly cancel my service with xfinity. 2 months of back to back issues and the representative are NEVER any help and get caught in blatant lies like telling me that my march 3rd payment was for my service in February... im not an idiot, thats not how these bills work. 

I need a customer relations executive to contact me so this can be resolved. between march 3rd and April 12th ive spent over 8 hours on the phone with xfinity representative that have little to no clue what they are talking about and offer no actual help. my next step will be to reopen my BBB claim, since that seems to be the only way to get any real help.

Also, on top of all that It's been a month and im still unable to activate my Disney bundle. ive googled the issues and it appears a lot of people are having the same issue yet xfinity doesn't seem to have a solution but still offering the bundle to customers while aware of the issue.