Overlapping Account Billing Error Since 2023 Pause [Edited]

Hi Xfinity Support,

I need escalation on two closed credit tickets: [Edited: "Personal Information"] and [Edited: "Personal Information"] for my account at [Edited: "Personal Information"].

• My account was paused on September 3, 2023 with zero usage the entire time.  
• A previous representative confirmed another active account existed at the same address that should have been cancelled.  
• Despite this, I was billed full price from September 3, 2023 through March 2026 (present) despite zero usage.

Both tickets were denied and closed. Today I spent over 1 hour and 45 minutes on the phone, during which I was repeatedly told to drive over 1 hour to a retail store for a refund in a few days. This is not a practical resolution and felt like deflection.

I am requesting a full backdated credit/refund for every charge from September 3, 2023 onward due to the acknowledged overlapping account error.

Please review both tickets, pull the overlapping account notes, and escalate to a supervisor or billing team who can resolve this properly. I am happy to provide any additional details via DM.

Thank you.